IT Support Specialist

IT Support Specialist – Mint Service Desk

📍 Location: Remote (Australia)

🕒 Employment Type: Full-time

🏢 Department: Technical Support / Customer Success

About Mint Service Desk

Mint Service Desk is a modern IT Service Management (ITSM) and Customer Support platform used by organizations worldwide to streamline workflows, manage assets, and support IT operations.

We are expanding our presence in the APAC region and are looking for an IT Support Specialist to support our Australian customers and contribute to our growing global team.

Role Overview

You will be responsible for providing technical assistance to customers using Mint Service Desk. This includes diagnosing incidents, guiding users, supporting installation and configuration processes, and escalating complex issues when necessary.

The role requires strong communication skills, technical fundamentals, and a proactive attitude towards customer satisfaction.

Key Responsibilities

• Provide 1st and 2nd level technical support for Mint Service Desk users in the Australian region.
• Troubleshoot software, configuration, and integration issues through email, chat, and remote sessions.
• Assist customers with installation, updates, and system configuration.
• Escalate advanced cases to developers or infrastructure teams when needed.
• Document incidents, resolutions, and recurring issues.
• Update and maintain internal knowledge base articles.
• Collaborate with the product, QA, and development teams to improve platform stability and user experience.

RequirementsMust-have:

• 1–3 years of experience in IT Support, Helpdesk, or a similar technical role.
• Solid understanding of IT fundamentals: operating systems, networking, databases, permissions.
• Experience with Windows and/or Linux environments.
• Excellent English communication skills (written and spoken).
• Strong problem-solving skills and ability to multitask.
• Customer-focused approach and ability to explain technical concepts clearly.

Nice to have:

• Experience with ITSM tools (ServiceNow, Jira Service Management, Freshservice, etc.).
• Basic SQL knowledge (PostgreSQL / MySQL).
• Familiarity with REST APIs or scripting (PowerShell, Bash, Python).
• ITIL Foundation or CompTIA certification.

What We Offer

• Competitive salary aligned with the Australian market.
• Fully remote role with flexible working hours.
• Opportunities for growth within the ITSM / SaaS industry.
• Work in an international, supportive, and collaborative environment.
• Direct involvement in improving a global IT platform used by teams around the world.

How to Apply

If you’re looking for a role where you can grow your technical skills and work with a modern ITSM platform, we’d love to hear from you.

Send us your CV and a short introduction about your experience and availability.