IT Support - Helpdesk Concierge

Toim Technology Pty Ltd; Tamworth Regional Council; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Birthday rostered day off

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

Job summary

TOIM Technology Pty Ltd is seeking a Help Desk Concierge to be the friendly first point of contact for clients across diverse environments in regional NSW. You will solve problems and help customers feel confident and cared for.

You’ll handle Level 1 requests, deliver timely updates, and contribute to documentation and process improvements while gaining exposure to Private Cloud, Networking, Cyber Security and Microsoft 365 within a collaborative team.

Qualifications

• Excellent phone manner and clear communication.
• Ability to stay calm under pressure and think laterally.
• Team-first attitude and proactive problem solving.
• Strong interest in people and technology.

Responsibilities

• Handle Level 1 support requests from clients via phone, email or chat with clear, concise updates.
• Troubleshoot basic issues and escalate complex problems to appropriate teams.
• Document interactions and ticket notes accurately in the service desk system.
• Contribute to process improvements and maintain service standards across client environments.

Skills

Phone communication

Calm under pressure

Problem-solving

Team player

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.

You’ll thrive in this role if you:

• 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)

We’d love to hear about one or more examples of when you:

• 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