Helpdesk Services Engineer II

• Welcome to the Agentic Commerce Era
• At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. We believe in harnessing AI responsibly to unlock new possibilities, and we’re looking for individuals who use it intentionally to solve problems, accelerate outcomes, and expand what’s possible in their role. Our purpose is to help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers who shape the future of commerce, this is the place for you.
• We are looking for a driven, Helpdesk Services Engineer II to join our IT team in Sydney, Australia to ensure that core IT operations are supported, maintained, and constantly improving. As a key member of our team, you will work with our global IT Administrators & Infrastructure teams and Key Stakeholders to provide world-class support to our employees who are working in a hybrid work environment. This role will be based out of our Sydney office

What you will do

• Work as part of a global IT team supporting Commerce employees wherever they are.
• Facilitate new hire onboarding: Including user account creation, laptop setup (mac and windows) and workstation desk setups.
• Own end-to-end resolution of end user issues and questions to ensure customer satisfaction.
• Hardware & asset management of PCs, Macs, Tablets, Monitors, AV equipment
• Diagnose and repair of end users issues (software and hardware)
• Support Audio/Visual and the technology powering local and global company meetings, including but not limited to Google Meets and Zoom.
• Assist the local office management teams with ad-hoc IT tasks around the office and to ensure WHS (Workplace Health and Safety) requirements are met
• Maintain a thorough understanding of systems end-users utilize and proactively recommend improvements
• Conduct periodic audits of accounts, licensing and hardware
• Work cohesively with IT Helpdesk, IT Infrastructure and Info Sec teams
• Review documented practices and create or update items as needed
• Provide remote support to employees in a hybrid work environment

Who you are

• Career-focused with a drive to grow within the IT organization at BigCommerce
• 3+ years experience with Mac and Windows operating systems in a corporate environment
• Excellent customer service skills with a focus on customer satisfaction and building relationships
• Willingness to support remote users while also being part of a larger global team
• “get it done” attitude
• Passionate about technology with the desire to fix problems and make things simpler
• Intermediate experience with networking technologies
• Well-rounded and broad technical aptitude
• Good organizational skills with excellent verbal and written communication
• Self-starter with a positive attitude
• A persistent approach in problem solving and works with a sense of urgency
• Excellent task management and follow up skills
• Ability to put complex, technical issues into plain English terms
• A desire to help and train users so they better understand the solutions we offer
• Nice to Have:
• Experience supporting G Suite, Okta, Jamf, Windows InTune, Atlassian CLoud
• Experience supporting remote users in a corporate environment
• MCP Certificate or equivalent experience
• Experience with eCommerce
• Experience with IT Security and related concepts
• Inclusion and Belonging
• At Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.
• We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at Commerce, please let us know during any of your interactions with our recruiting team.
• Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/
• Protect Yourself Against Hiring Scams: Our Corporate Disclaimer
• Commerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers.
• Be advised:
• Commerce does not offer jobs to individuals who do not go through our formal hiring process.
• Commerce will never:
• require payment of recruitment fees from candidates;
• request personally identifiable information through unsanctioned websites or applications;
• attempt to solicit money from you as part of the hiring process or as part of an employment offer;
• solicit money to complete visa requirements as part of a job offer.
• If you receive unsolicited offers of employment from Commerce, we urge you to be extremely cautious and avoid engaging or responding.