Level 1 Support Technician

Cortech Systems; Gold Coast City; On-site; AUD 50,000 - 70,000; Full time

Job summary

Cortech Systems is seeking an entry- to mid-level IT support specialist on-site on the Gold Coast. You will provide frontline support by phone, email, and chat within SLAs, log and triage requests, and resolve hardware, software, and account issues while maintaining our SOE and contributing to QA.

You will escalate complex issues with clear context, update documentation, and help improve support processes. Entry-level candidates with strong aptitude are welcome.

Qualifications

• Hands-on IT support experience or entry-level aptitude.
• Familiar with Windows, macOS, Microsoft 365, and basic networking.
• Excellent written and spoken communication.
• Ability to juggle multiple tickets and prioritise by urgency/impact.
• IT qualification or certification (e.g. CompTIA A+, MD-102/MD-900, Certificate III/IV in IT).

Responsibilities

• Provide frontline support by phone, email, and chat within SLAs.
• Log, triage, and document requests in a ticketing system.
• Troubleshoot and resolve hardware, software, and account issues.
• Build, configure, and maintain the Standard Operating Environment (SOE).
• Test new product releases and assist with QA.
• Escalate high-risk issues with clear context and next steps.
• Keep support documentation current and suggest process improvements.

Skills

Troubleshooting

Customer communication

Ticket juggling

Attention to detail

Education

IT certification / diploma

Tools

Ticketing system

Job description

You're the first voice customers hear when something goes wrong. You'll resolve routine issues quickly, keep customers informed, and hand complex problems to our Level 2 team with clear notes so nobody has to ask the same question twice.

Key responsibilities

• Provide frontline support by phone, email, and chat within agreed SLAs
• Log, triage, and document every request accurately in a ticketing system
• Troubleshoot and resolve hardware, software, and account issues
• Build, configure, and maintain our Standard Operating Environment (SOE), the standardised desktop setup we deploy to customers
• Test new product releases and help with QA
• Escalate complex or high-risk issues with clear context and next steps
• Keep support documentation current and suggest ways to improve our processes

About you

• Some hands‑on IT support experience, whether from a help desk, a placement, or your own projects. Entry‑level candidates who show strong aptitude are welcome.
• Practical troubleshooting skills across Windows, macOS, Microsoft 365, and networking basics
• Clear, jargon‑free communication, written and spoken. You stay calm and courteous when a customer is frustrated.
• The ability to juggle multiple tickets and prioritise based on urgency and impact
• Care with detail, especially when handling customer data and access
• IT qualification or certification (e.g. CompTIA A+, Microsoft MD-102/MS-900, Certificate III or IV in IT), or experience with ticketing system (nice to have)

Employment is subject to a Police Check

About us

For over 20 years, Cortech has provided products and services to customers. Our customers stay with us because our support team treats every call like it matters, and we give them the tools and training to do it well.