Hybrid IT Support Engineer | Growth, L&D, Perks

Pedders Suspension & Brakes; Greater Dandenong; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Bonus structure

Pedders Perks app access

Learning & Development initiative (up

Job summary

Pedders Suspension & Brakes invites an experienced Support Engineer to join our IT team in Dandenong South. You will deliver multi-channel support, manage incidents, and maintain critical IT systems, with a focus on customer satisfaction.

The role offers a hybrid work model with two days WFH and office-based collaboration, plus opportunities for professional development and internal growth.

Qualifications

• Certificate IV in Information Technology or equivalent hands-on support experience.
• Experience providing technical support across business systems, infrastructure and cloud environments.
• Strong capability with Microsoft 365 and device management tools (Azure AD, Intune, Okta).
• Networking knowledge including LAN/WAN, Layer 2/3 switching and VoIP.
• Excellent customer service and professional communication across stakeholders.
• Organizational skills with ability to manage priorities and ticket queues.
• Experience in automotive/retail IT environment is advantageous.

Responsibilities

• Deliver exceptional customer support across phone, email, chat, in person and tickets.
• Manage, prioritise and resolve incidents within SLAs.
• Own support tickets from diagnosis to resolution and closure.
• Escalate complex issues to specialists while keeping customers informed.
• Build relationships with internal stakeholders and customers with timely updates.
• Support administration, maintenance and improvement of critical IT systems.
• Assist with HRIS administration, including user access and troubleshooting.
• Develop and maintain knowledge base articles and FAQs for self-service.

Skills

Customer service

Excellent communication

Organizational skills

Prioritization & ticket management

Team collaboration

Problem solving

Empathetic end-user support

Customer-focused approach

Education

Certificate IV in Information Technology

Tools

Microsoft 365 (Exchange, Teams, SharePoint)

Windows 10

Azure Active Directory

Okta

Intune

iOS/Android devices

LAN/WAN networking

Layer 2/3 switching & routing

VoIP systems

Job description

Pedders Suspension & Brakesis a proud Australian family-owned businesswith a long history, a strong future, and a solid association with motorsport.

With global presence and being renowned for our quality product range,we are the market leaders in the undercar space, and when you join us, you join a strong national network and ateamof high performers.

We are currently seeking an experienced Support Engineer to join our IT team based in our support office at Dandenong South.

Key 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.

What You Bring to the Team

Certificate IV in Information Technology (or related discipline) and/or equivalent hands-on technical support experience.

Demonstrated experience providing technical support across business systems, infrastructure and cloud environments.

Strong technical capability across Microsoft 365 (Exchange, Teams, SharePoint), Windows 10, Azure Active Directory, Okta, Intune, iOS and Android devices.

Working knowledge of networking technologies, including LAN/WAN, Layer 2 and Layer 3 switching and routing, plus VoIP systems.

Proven ability to deliver outstanding customer service and support positive user experiences.

Excellent communication skills, with the ability to provide professional phone, chat and stakeholder support at all levels.

Strong organisational skills with the ability to manage priorities, workload and ticket queues effectively while maintaining attention to detail.

Experience within the automotive and/or retail industry is advantageous, with a customer-focused and empathetic approach to end-user support.

Why Join Pedders?

Bonus structure - recognition of your great performance and behaviours that align to our Pedders' values.

Our generous discounts on Pedder parts as well as other products and services through our Pedders Perks app which provides access to our rewards partners (retailers, utilities, insurance providers, petrol stations etc).

Learning & Development Initiative - we believe strongly in continuous learning and pay for up to 5% of your base salary each year towards approved professional development courses as well as up to 5 days paid L&D leave to undertake courses.

Reward and recognition program, in recognition for your outstanding performance and commitment to the Pedders values

Flexible, hybrid working conditions, with 2 days WFH and onsite parking for office days.

Generous employee referral program in recognition of referring suitable talent into Pedders

Service milestone recognition, celebrating your dedication and loyalty to Pedders

We provide a confidential and free of charge Employee Assistance Program, which offers one on one counselling sessions for employees and family members.

Health and wellbeing initiatives - annual flu shot, general health check-up and skin check, monthly coffee and donut days

We provide a clean, inclusive and safe working environment with family-centric values

Career opportunities and progression; we love to promote and grow people within the business.

We offer a combination of online and in-person training, for all areas of your position.

How to Apply

Here, you don’t just land acareer,you can join a brand for life.

When you join us, you join a strong national network and ateamof connected people whosupporteach other, care about being the best that they can be – but also care about you.No matter your career destination, we’ll support you on the journey there.

Are you ready to take the next step in your career journey and join a rewarding business and team?

Click on the APPLY NOW button to upload your resume.

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