Level 1 Support technician

Daelibs; Gold Coast City; Presencial; AUD 46 000 - 60 000; Tempo integral

Resumo da oferta

Daelibs is seeking a motivated Level 1 Customer Support Technician to join our award-winning team on the Gold Coast. As the first point of contact for customers, you will resolve routine technical issues, log requests, and provide timely updates while representing the Daelibs brand with professionalism.

You’ll work with frontline support, SOE installation, and contribute to process improvements. The role suits someone with IT support exposure, strong communication, and a proactive,

Qualificações

• Experience in IT support or related activities
• Strong written and verbal communication skills
• Ability to troubleshoot and resolve routine technical issues
• Attention to detail and time management abilities

Responsabilidades

• Deliver frontline support services in line with SLAs
• Log, validate, and document incoming support requests
• Maintain accurate records in the ticketing system
• Provide timely updates to customers and internal teams
• Install, configure, and maintain Standard Operating Environments (SOE)
• Troubleshoot and resolve hardware/software issues
• Escalate complex issues when needed
• Maintain up-to-date support documentation and standards
• Contribute to support process improvements and team initiatives

Conhecimentos

Customer service

Written communication

Verbal communication

Troubleshooting

Time management

Prioritisation

Interpersonal skills

Adaptability

Self-motivation

Formação académica

IT-related background

Ferramentas

Ticketing system

Descrição da oferta de emprego

Daelibs is an award-winning IoT company with over 20 years of experience delivering cutting-edge spatial solutions. We pride ourselves on providing industry-leading technology supported by outstanding customer service.

Our core business provides mobile SaaS solutions to a range of private organisations and government clients, with our technology operating across the Asia-Pacific region.

About Us

Daelibs is an award-winning IoT company with over 20 years of experience delivering cutting-edge spatial solutions. We pride ourselves on providing industry-leading technology supported by outstanding customer service.

Our core business provides mobile SaaS solutions to a range of private organisations and government clients, with our technology operating across the Asia-Pacific region.

About the Role

We’re seeking a motivated and customer-focused Level 1 Customer Support Technician to join our award winning team. As the first point of contact for our valued customers, you’ll play a key role in delivering prompt, effective support while embodying the Daelibs brand through your professionalism and personable approach.

In this role, you’ll provide timely resolutions to routine technical issues, manage service requests, and elevate matters that fall outside your scope.

Key Responsibilities

• Deliver frontline support services in line with agreed SLAs
• Log, validate, and document incoming support requests
• Maintain accurate records in the ticketing system
• Provide timely updates to customers and internal teams
• Install, configure, and maintain Standard Operating Environments (SOE)
• Troubleshoot and resolve hardware/software issues
• Test new product releases and assist with QA processes
• Escalate complex issues as appropriate
• Maintain up-to-date support documentation and standards
• Contribute to support process improvements and team initiatives

About You

To be successful in this role, you will demonstrate:

• A genuine passion for delivering exceptional customer service
• Strong written and verbal communication skills
• Exposure to IT technical support or related activities
• Solid troubleshooting and problem-solving abilities
• High attention to detail
• Effective time management and prioritisation skills
• Strong interpersonal skills and the ability to work with a diverse range of customers
• Adaptability and a proactive approach to change
• A high level of self-motivation and personal accountability

Desirable Qualifications and Experience

• Background in IT or a relevant qualification