IT Support - Helpdesk Concierge

Toim Technology Pty Ltd; Newcastle; On-site; AUD 50,000 - 70,000; Full time

Benefits offered by this job

Rostered day off for your birthday

Flexible working environment

$1,000 home office tech bonus

Generous bonus and incentive plans

Clear career progression pathways

Paid training and ongoing professional

Job summary

TOIM Technology is seeking a Help Desk Concierge to be the friendly first point of contact for clients. You’ll support a broad mix of client environments, solve real problems, and help customers feel confident and cared for.

Join a rapidly growing IT and cloud services partner with a people-first culture. You'll gain exposure to Private Cloud, Networking, Cyber Security, Unified Communications and Microsoft 365, with training and real progression opportunities.

Qualifications

• Calm, confident phone manner.
• Strong problem-solving and lateral-thinking skills.
• Team-first mindset with a can-do attitude.
• Willingness to challenge the norm and drive improvement.
• High energy and motivation to deliver outcomes.
• Genuine interest in people and technology.

Responsibilities

• Be the friendly first point of contact for clients by phone or chat.
• Support a broad mix of client environments and resolve real problems.
• Ensure customers feel confident and cared for throughout their interaction.
• Contribute to onboarding and knowledge sharing to improve service delivery.

Skills

Calm phone manner

Problem solving

Team player

Proactive attitude

Energy & motivation

People & tech interest

Job description

TOIM Technology is a rapidly growing IT and cloud services partner headquartered in Tamworth, with offices in Newcastle, Dubbo and Moree. We service clients across regional NSW.

We’re an award-winning managed services provider, recognised in CRN’s Fast50 for three consecutive years. That recognition comes from our relentless pursuit of excellence, our commitment to doing what others won’t, and staying true to our values.

We’re a people-first team with a winning mindset for both our clients and our people. We’ve helped pioneer technology in remote Australia, including one of the few fully redundant cloud platforms and network aggregations outside metro markets.

If you’re passionate about people and technology, you’ll get exposure to industry-leading innovation right here in regional Australia.

The role

As a Help Desk Concierge, you’ll be the friendly first point of contact for clients. No two days are the same — you’ll support a broad mix of client environments, solve real problems, and help customers feel confident and cared for.

enjoy speaking with people on the phone

stay calm under pressure

love solving problems

bring positive energy to a team

genuinely care about customer outcomes

What we’re looking for

Confidence and a calm manner on the phone

Strong problem-solving and lateral-thinking skills

A team-first mindset with a “get it done” attitude

Someone who challenges the norm and keeps improving

High energy and motivation

A real interest in people and technology

About TOIM Technology

TOIM Technology is a rapidly growing IT and cloud services partner headquartered in Tamworth, with offices in Newcastle, Dubbo and Moree. We service clients across regional NSW.

We’re an award-winning managed services provider, recognised in CRN’s Fast50 for three consecutive years. That recognition comes from our relentless pursuit of excellence, our commitment to doing what others won’t, and staying true to our values.

We’re a people-first team with a winning mindset for both our clients and our people. We’ve helped pioneer technology in remote Australia, including one of the few fully redundant cloud platforms and network aggregations outside metro markets.

If you’re passionate about people and technology, you’ll get exposure to industry-leading innovation right here in regional Australia.

The role

As a Help Desk Concierge, you’ll be the friendly first point of contact for clients. No two days are the same — you’ll support a broad mix of client environments, solve real problems, and help customers feel confident and cared for.

enjoy speaking with people on the phone

stay calm under pressure

love solving problems

bring positive energy to a team

genuinely care about customer outcomes

What we’re looking for

Confidence and a calm manner on the phone

Strong problem-solving and lateral-thinking skills

A team-first mindset with a “get it done” attitude

Someone who challenges the norm and keeps improving

High energy and motivation

A real interest in people and technology

First 90 Days – What Success Looks Like

Month 1: Foundation

Complete onboarding and systems training

Learn TOIM service standards, ticket workflows and communication expectations

Shadow experienced engineers on client interactions

Month 2: Build Momentum

Independently handle common Level 1 support requests

Deliver clear, timely updates to clients

Build confidence across core platforms and tools

Month 3: Make an Impact

Own your ticket queue and consistently meet service standards

Contribute to team improvement through better documentation and process ideas

Support excellent client outcomes and satisfaction metrics

What you’ll get

• A team culture other workplaces aspire to
• Exposure to diverse technologies across:
  • Private Cloud
  • Networking
  • Cyber Security
  • Unified Communications
  • Microsoft 365
• Rostered day off for your birthday
• Flexible working environment
• $1,000 home office tech bonus
• Generous bonus and incentive plans
• Clear career progression pathways
• Paid training and ongoing professional development
• Referral bonus for new client business

Salary

Competitive salary + super + performance incentives (based on capability and progression milestones).

The “secret sauce” (tell us in your cover letter)

• did whatever it took to get the job done
• went above and beyond to help someone
• overcame adversity when things went wrong
• created a memorable client experience they never forgot

Non-negotiables (or willingness to obtain)

• Valid Working With Children Check
• Recent National Police Check
• Valid NSW driver licence