Hybrid IT Support Engineer — Customer-First Tech

Pedders; City of Greater Dandenong; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Bonus structure

Pedders Perks app discounts

Learning & Development initiative

Reward and recognition program

Flexible hybrid working (2 days WFH)

Job summary

Pedders Suspension & Brakes is seeking an experienced Support Engineer to join the IT team in Dandenong South. You will deliver multi-channel customer support, manage incidents, diagnose issues, and drive IT system improvements.

Ideal candidates will have a Certificate IV in IT or related field, solid experience across Microsoft 365, Windows 10, Azure AD, Okta and networking, plus a customer-focused approach and strong communication skills. Hybrid work and office parking are available.

Qualifications

• Certificate IV in Information Technology or related discipline and/or equivalent hands-on technical support experience.
• Experience providing technical support across business systems, infrastructure and cloud environments.
• Excellent communication skills with the ability to provide professional phone, chat and stakeholder support at all levels.

Responsibilities

• Deliver exceptional customer support across phone, email, chat, face-to-face interactions and service tickets.
• Manage, prioritise and resolve incidents and service requests within agreed service levels.
• Take ownership of support tickets from initial diagnosis through to successful resolution and closure.
• Escalate complex issues to specialist teams while maintaining oversight and customer communication.
• Build strong relationships with internal stakeholders and customers, providing timely updates and service outcomes.
• Support the administration, maintenance and continuous improvement of business-critical IT systems.
• Assist with HRIS administration, including user access management, system updates and troubleshooting.
• Develop and maintain knowledge base articles, technical documentation and FAQs to enhance self-service support and service efficiency.

Skills

Customer service

Technical support

Stakeholder communication

Ticket management

Problem solving

Education

Certificate IV in Information Technology or related discipline

Tools

Microsoft 365

Exchange

Teams

SharePoint

Windows 10

Azure AD

Okta

Intune

iOS

Android

Networking (LAN/WAN)

VoIP

Job description

Pedders Suspension & Brakes is seeking an experienced Support Engineer to join the IT team in Dandenong South. You will deliver multi-channel customer support, manage incidents, diagnose issues, and drive IT system improvements.

Ideal candidates will have a Certificate IV in IT or related field, solid experience across Microsoft 365, Windows 10, Azure AD, Okta and networking, plus a customer-focused approach and strong communication skills. Hybrid work and office parking are available.