Hybrid IT Support Engineer - Customer-Focused & Growth

Pedders Suspension & Brakes; City of Melbourne; Hybrid; AUD 65,000 - 95,000; Full time

Benefits offered by this job

Bonus structure

Discounts on Pedder parts

Learning & Development initiative

Hybrid working

Onsite parking

Job summary

Pedders Suspension & Brakes is seeking an experienced Support Engineer to join our IT team in Dandenong South. You will deliver exceptional support across phone, email, chat, and in-person interactions, handling incidents, service requests, and tickets from diagnosis to resolution.

You will also support HRIS administration, maintain IT systems, and develop knowledge base materials to empower end users and improve service efficiency. A hybrid work setup and onsite parking are available.

Qualifications

• Certificate IV in Information Technology or equivalent hands-on technical support experience.

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

Technical support

Customer service

Communication

Problem solving

Windows 10

Education

Certificate IV in Information Technology

Tools

Microsoft 365 (Exchange, Teams, SharePoint)

Azure Active Directory

Okta

Intune

iOS/Android devices

Job description

Pedders Suspension & Brakes is seeking an experienced Support Engineer to join our IT team in Dandenong South. You will deliver exceptional support across phone, email, chat, and in-person interactions, handling incidents, service requests, and tickets from diagnosis to resolution.

You will also support HRIS administration, maintain IT systems, and develop knowledge base materials to empower end users and improve service efficiency. A hybrid work setup and onsite parking are available.