Customer-Focused Helpdesk Technician (Level 1)

Comwire IT Pty Ltd; City of Melbourne; Presencial; AUD 55.000 - 70.000; Jornada completa

Descripción de la vacante

Comwire IT Pty Ltd in Melbourne provides support for hardware, software, and networking issues via phone, email or chat. The role focuses on diagnosing problems, documenting interactions, and resolving incidents to minimise downtime and boost productivity.

The candidate will work with the Technical & Engineering teams, update knowledge bases, and ensure SLA targets are met. Some on-site deployments and workshop tasks may be required.

Formación

• Certificate 3 in Information Technology is essential.
• A current driver’s license is essential.
• Certification in Microsoft 365 Fundamentals, Access 4 VoIP, Azure, Windows/Apple OS, Level 1 Microsoft Server Service Management Experience (Active Directory, Exchange, DNS, IIS) is highly desirable.
• 2 years experience in a customer facing role.

Responsabilidades

• Provide technical assistance and support via phone, email or chat to end-users.
• Investigate, diagnose and assess basic technical problems reported by customers.
• Document all customer interactions in our PSA system.
• Collaborate with Technical & Engineering team to diagnose problems and actions.
• Maintain and update knowledge base and technical support documentation.
• Support clients within all SLA metrics and maintain communication throughout incident management.
• Work with third party vendors to resolve product issues for clients’ systems.

Conocimientos

Customer service

Communication

Attention to detail

Problem solving

Time management

Organisation

Inclusive

Transparency

Approachability

Passionate

Accountable

Educación

Certificate 3 in Information Technology

Bachelor of Information Technology

Descripción del empleo

Comwire IT Pty Ltd in Melbourne provides support for hardware, software, and networking issues via phone, email or chat. The role focuses on diagnosing problems, documenting interactions, and resolving incidents to minimise downtime and boost productivity.

The candidate will work with the Technical & Engineering teams, update knowledge bases, and ensure SLA targets are met. Some on-site deployments and workshop tasks may be required.