IT Support Engineer — Hybrid, Growth & Perks

Pedders; Greater Dandenong; Hybrid; AUD 65,000 - 90,000; 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

Employee referral program

Service milestone recognition

Employee Assistance Program

Health and wellbeing initiatives

Job summary

Pedders is seeking an experienced Support Engineer to join our IT team in Dandenong South, Victoria. You will deliver high-quality technical support across phone, email, chat and in-person interactions, resolve incidents, and maintain IT systems to keep business-critical processes running smoothly.

Your role focuses on customer service excellence, strong communication, and stakeholder collaboration while supporting HRIS, cloud services, and M365 environments.

Qualifications

• Certificate IV in Information Technology or equivalent hands-on IT support experience.
• Experience providing technical support across business systems, infrastructure and cloud.
• Strong capability with Microsoft 365, Windows 10, Azure AD, Okta, Intune.
• Excellent customer service and communication skills.

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

Communication

Organizational skills

Prioritisation

Education

Certificate IV in Information Technology

Tools

Microsoft 365

Windows 10

Azure Active Directory

Okta

Intune

iOS/Android

LAN/WAN networking

VoIP systems

Job description

Pedders is seeking an experienced Support Engineer to join our IT team in Dandenong South, Victoria. You will deliver high-quality technical support across phone, email, chat and in-person interactions, resolve incidents, and maintain IT systems to keep business-critical processes running smoothly.

Your role focuses on customer service excellence, strong communication, and stakeholder collaboration while supporting HRIS, cloud services, and M365 environments.