Assistive Technology Support Technician

Tobii Dynavox Pty Ltd; Adelaide; Presencial; AUD 60.000 - 90.000; Jornada completa

Descripción de la vacante

Tobii Dynavox Pty Ltd in Adelaide is seeking an Assistive Technology Support Technician to join our Tech Operations team. This permanent, full-time on-site role is based in our Tonsley office and provides high-quality technical support across Australia and New Zealand for users, therapists, colleagues and partners.

Reporting to the Tech Operations Manager, you will troubleshoot Windows and iOS, configure devices, train users, and help improve support processes while collaborating with

Formación

• Strong troubleshooting skills distinguishing hardware vs software symptoms.
• Experience in technical support, help desk, desktop support or customer-facing troubleshooting environment.
• Solid working knowledge of Windows.
• Familiarity with macOS and iOS is preferred.
• Strong organisation and time-management to manage multiple cases and calls.
• Clear written and verbal communication and empathy when explaining diagnostics.

Responsabilidades

• Provide high-quality technical support to users, therapists, family members, colleagues, and partners via phone, email, chat, and remote sessions.
• Train users and professionals on devices and solutions as needed.
• Troubleshoot operating system, software, voice, display, performance and device-related issues across Windows and iOS environments.
• Use structured questioning to determine whether an issue is hardware-related or software-related and escalate as appropriate.
• Configure and prepare new devices for customer use, reset loan and rental devices for shipping, and maintain accurate records in relevant systems.
• Contribute practical ideas that improve technical support processes and customer outcomes.

Conocimientos

Troubleshooting

Windows OS

macOS / iOS familiarity

Organization & time management

Clear communication

Team collaboration

Herramientas

Salesforce

JIRA

Descripción del empleo

Why join us?

We’re on a mission to empower people with disabilities to do what they once did or never thought possible. As the world‑leader in assistive communication solutions, we empower our customers to express themselves, connect with the world, and live richer lives. At Tobii Dynavox, you can grow your career within a dynamic, global company that has a clear, impactful purpose – with the flexibility to also do what truly matters to you outside of work. What’s more, you’ll be part of a work culture where collaboration is the norm and individuality is welcomed. As a member of our team, you’ll have the power to make it happen. You’ll solve challenges, deliver solutions and develop new, efficient processes that make a direct impact on our customers’ lives.

About the role

As an Assistive Technology Support Technician, you will join our Tech Operations team, which our assistive communication technology users, therapists, colleagues and partners turn to when they need help. You will be the voice of Tobii Dynavox, providing high‑quality technical support through multiple channels across Australia and NewZealand while developing an in‑depth understanding of our product portfolio. You will report to our Tech Operations Manager and collaborate closely with other Support and Repair Technicians and cross‑functional colleagues across Australia and around the world. This is a permanent, full‑time (4‑5 days a week) and on‑site role based in our office in Tonsley, Adelaide. Preferred start date is early December 2026.

• Provide high‑quality technical support to users, therapists, family members, colleagues, and partners via phone, email, chat, and remote support sessions.
• Train users and professionals on devices and solutions as needed.
• Troubleshoot operating system, software, voice, display, performance and device‑related issues across Windows and iOS environments.
• Use structured questioning to determine whether an issue is hardware‑related or software‑related and escalat…
• Configure and prepare new devices for customer use, reset loan and rental devices for shipping, and maintain accurate customer and device records in relevant systems.
• Contribute practical ideas that improve technical support processes and customer outcomes.

Who you are

This role is well suited to a caring, organised and service‑focused person who approaches technical issues with curiosity and patience. You ask clear questions, listen carefully, and explain solutions in a way that users can understand. You prioritise your work and manage your time effectively, balancing several cases and communication channels at once while maintaining attention to detail and high‑quality service in a fast‑paced environment. You enjoy helping others and are committed to their success. You are curious about assistive technology, motivated to understand users’ needs, and eager to continuously learn and develop your skills and product knowledge. You collaborate effectively with others, take ownership of your work, and adapt your approach as priorities and technical challenges change.

Ideal candidates would bring:

• Strong troubleshooting skills with the ability to distinguish between hardware and software symptoms.
• Experience in any technical support, help desk, desktop support, field service, device deployment or another customer‑facing troubleshooting environment.
• A solid working knowledge of Windows.
• Familiarity with MacOS and iOS is preferred.
• Strong organisation, prioritisation and time‑management skills to manage multiple cases, calls and scheduled support sessions accurately and effectively.
• Attention to detail, patience, empathy, and clear written and verbal communication skills to ask effective diagnostic questions confidently and adapt technical explanations for people with different levels of technical knowledge.
• Collaboration skills to work effectively with local and global cross‑functional teams in a service‑focused environment.

The following experience would be valuable but is not required:

• Experience with supporting people with disabilities or complex communication needs.
• Experience troubleshooting mounting systems or wheelchairs.
• Experience with ticketing systems, remote access software or CRM systems, such as Salesforce and JIRA.

Where we stand:

We believe diversity not only enriches our workplace culture, but also gives us a strategic advantage. Working with people from a variety of backgrounds and perspectives helps us all become better communicators, better problem solvers, and better human beings. Our differences make us stronger. Tobii Dynavox values equality of opportunity, human dignity, and racial/ethnic and cultural diversity.

Tobii Dynavox does not discriminate against individuals on the basis of race, color, sex, sexual orientation, gender identity, religion, disability, age, veteran status, ancestry, or national or ethnic origin.

Equal Opportunity Employer/AA Women/Minorities/Veterans/Disabled

Join the world leader in assistive communication, where we help people with complex disabilities live up to their full potential by enabling them to express themselves, communicate with others and live more independently.