Helpdesk & Onsite Support Technician

Pivotal Business Systems; Newcastle City Council; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Company pool car provided

Full training and mentorship

Job security

Competitive salary

Job summary

Pivotal Andor is seeking a tech-savvy IT support technician to deliver remote and occasional on-site support from the Newcastle office. You will assist with SwiftPOS-based solutions, POS implementations, and ongoing IT helpdesk tasks.

We welcome juniors and experienced techs alike; comprehensive training will be provided. A company pool car is available for on-site visits, and the role offers broad exposure to hospitality and retail tech ecosystems.

Qualifications

• Experience in IT helpdesk or remote support.
• Strong customer-service orientation and communication skills.
• Willingness to travel to client sites and operate company car.

Responsibilities

• Provide 1st and 2nd line remote support for SwiftPOS and payment systems.
• Attend client sites for on-site visits when needed.
• Assist with build, configuration, and rollout of POS implementations.
• Manage ticket queue and resolve issues promptly.
• Document technical work and maintain clear records.

Skills

Helpdesk support

Customer service

Remote support

Onsite support

Tools

SwiftPOS

POS systems

Ticketing systems

Job description

About Pivotal Andor
We\'ve been keeping Hunter region businesses running for over 40 years. Starting out asRBC Newcastle– a Ricoh photocopier dealer – we evolved intoPivotal Business Systems, expanding into Point of Sale, Document Management, Automated Process Solutions, and Print Cost Recovery. Today, we operate asPivotal Andorfollowing the acquisition of Andor IT, bringing together decades of expertise in business technology.

We provide a complete range of solutions – fromphotocopiers and print servicestoIT support and managed services– and we\'re a trusted partner for hospitality and retail businesses, specialising in the SwiftPOS ecosystem. With offices in Newcastle, Tuggerah, Port Macquarie, and Tamworth, we offer the stability of a market leader with the close-knit feel of a family business.

We\'re looking for a tech-savvy problem solver who enjoys variety. Most of your time will be spent solving issues from our Newcastle office, but when a client needs a hands-on fix, you\'ll be the one they trust to show up – andwe\'ll provide the wheels.

The Role

Reporting to the Support Manager, you\'ll be the primary contact for our clients – delivering remote support via phone and screen-share, with the flexibility to attend site when the issue requires a physical presence. Open to juniors and experienced techs alike – we\'ll tailor the training to suit you.

What you\'ll be doing:

• Helpdesk support– providing 1st and 2nd level remote support forSwiftPOSand integrated payment systems (this is your core day-to-day).
• Ad-hoc onsite visits– jumping in the company pool car to attend client sites when issues can\'t be resolved remotely, or during project installations.
• Project work– assisting with build, configuration, and rollout of new POS implementations (both in the office and on location).
• Queue management– owning your ticket queue and resolving jobs in a timely manner.
• Collaboration– working with internal teams, vendors, and suppliers to close out complex issues.
• Documentation– keeping clear technical records so the whole team stays informed.

What a typical week looks like:

You\'ll start with structured training and close mentoring – you won\'t be expected to work solo from day one. As your confidence and skills grow, you\'ll take on more responsibility. Some weeks you\'ll be desk-bound, smashing through tickets and phone calls. Other weeks, you might duck out for an hour or two to install a new terminal or troubleshoot a hardware fault. The mix keeps it interesting – you\'re never stuck doing the same thing day in, day out. And when you do head out, the pool car is yours – no logging kms on your personal vehicle.

What you\'ll need:

• A genuine interest in IT and technology
• A positive, customer-first attitude – you enjoy talking to people as much as fixing tech.
• Willingness to learn and ask questions – you won\'t be thrown in the deep end; we\'ll train you up.
• A valid Australian Driver\'s Licence – you\'ll hit the road in the company car when required.
• Experienced? Great. New to POS? No problem – we\'ll train the right person from the ground up.

What\'s in it for you:

• Variety – no two days are the same. One hour you\'re on the phone, the next you\'re hands-on at a client site.
• Company pool car provided – no wear and tear on your personal vehicle, and fuel covered.
• Become a SwiftPOS expert – niche skills that set you up for life.
• Full training and mentorship – we invest in your growth from day one.
• Job security – 40+ years in business and still growing.
• Competitive salary – rewarded for your hard work.

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