Service Coordinator

ARA Technology Services; City of Melbourne; On-site; AUD 65,000 - 85,000; Full time

Job summary

AWA Technology Services, a division of the ARA Technologies Group, seeks a Service Call Coordinator to manage IT field service incidents and requests from our Derrimut office. You will coordinate technicians, schedule installations, and ensure timely updates and quality service for diverse customer environments.

The role emphasizes strong communication, process adherence, and the ability to juggle multiple priorities in a fast-paced setting while supporting nationwide ICT services.

Qualifications

• Customer-focused onsite support mindset.
• Ability to follow procedures and maintain detailed service records.
• Strong time/workload management across multiple sites.
• Experience with rollout projects or device deployments is helpful.
• Adaptable to new technologies and environments.
• Clear communication with customers and teams.

Responsibilities

• Service call management: log, update, schedule technicians and monitor progress.
• Installations & deployments: coordinate ICT equipment projects and non-standard works.
• Customer & service delivery: ensure completion and satisfaction, maintain notes and records.
• Compliance & safety: follow site procedures and uphold safety standards.
• Collaborate with project teams, logistics, and service staff to resolve issues.

Job description

AWA Technology Services

A Division of the ARA Technologies Group

Service Call Coordinator - IT & Onsite Support Services

Derrimut, NSW | Full-Time | Permanent

AWA Technology Services is a key division of the ARA Technologies Group, specialising in onsite ICT support, deployment, remediation, and field services for major OEMs, system integrators, government, and enterprise customers across Australia. We manage large-scale national service delivery contracts supported by a dedicated workforce of field technicians, project teams, and technical support personnel.

We are seeking a capable and motivated Service Coordinator to join our growing services team, based out of our Derrimut office. If you enjoy a challenging, problem solving role, working across different customer environments, and delivering high-quality onsite support, we want to hear from you.

The Role

As an IT Field Technician with AWA Technology Services, you will be responsible for managing the successful delivery of service incidents and requests with end users and contracted customers having services delivered by out field service engineers and broader service partner network.

This is an office-based role suited to someone who enjoys a fast-paced environment need to meet a multitude concurrent required from our vast customer base. The equipment supported across our customers are desktops, laptops, printers, networking equipment, payment systems, digital signage, and associated peripheral technologies.

Additionally, as required the successful candidate will be working alongside other internal Service Co-Ordinators and Project teams, Logistic and technical staff to support resolution and restoration of service issues.

Key Responsibilities

Service call management

• Accurately manage logged service requests in our call logging system providing clear and concise service actions and updates;
• Scheduling/rostering technicians to attend customer’s site in line with scheduled date/time or contracted service levels for repairs
• Real time monitoring of technicians to ensure correct tracking of allocated service calls throughout the day
• Answer all telephonecalls in a timely manner to ensure compliance with customer outcomes and setteam KPI's;
• Action of customer communication received via e-mail and teams in a timely manner

Installations & Deployments

• Support management and scheduling of installations, moves, adds, and changes for ICT equipment and associated infrastructure.
• Work closely with project managers and account managers to successfully deliver non standard works
• Works would cover PC and laptop imaging, rebuilds, hardware replacements, routing and switching equipment as well as configuration activities.

Customer & Service Delivery

• Work closely with Service Co-Ordinators and Project teams to ensure efficient job completion and customer satisfaction.
• Maintain clear and accurate job notes, service records, and documentation using a mobile based app.
• Manage workload effectively while meeting customer expectations and service delivery targets.

Compliance & Workplace Safety

• Follow customer site procedures, operational processes, and workplace safety requirements always.
• Maintain company vehicle, tools, and equipment in a safe and professional manner.
• Ensure all work is completed in accordance with company standards and quality expectations.

What You Bring

• Customer Service Focus: Professional and customer-focused approach to onsite support. You communicate clearly with both technical and non-technical users and represent the business professionally during every interaction.
• Process Orientation: You follow operational procedures, complete documentation thoroughly, and understand the importance of accurate service records and job updates.
• Time & Workload Management: Comfortable managing multiple service calls, changing priorities, and travelling between sites while maintaining quality and meeting service expectations.
• Project & Deployment Exposure: Experience supporting rollout projects, device deployments, relocations, or technology refresh activities is highly regarded.
• Adaptability: Comfortable learning new technologies, systems, and customer environments quickly while maintaining a practical hands-on approach.
• Communication: Clear and reliable - for customer interactions, job notes, escalation updates, and working effectively within a broader service delivery team.

Why AWA Technology Services?

• Work Variety: Work across a wide range of customer environments, technologies, and support scenarios - no two days are the same.
• Nationally Operating Organisation: Join a stable and growing business backed by the ARA Group with long-term customer contracts and ongoing project opportunities.
• Exposure to current and new technologies: Gain exposure to diverse technologies including desktops, laptops, printers, networking equipment, payment systems, and peripheral devices.
• Supportive Team Environment: Work alongside experienced Service Desk, Project, and Field Service teams with strong operational support and clear escalation paths.
• Career Growth Opportunities: Genuine pathways to grow your operational capability and progress within AWA Technology Services and the wider ARA Group.
• Structured Operations: A process-driven service environment with established systems, procedures, and support frameworks to help you succeed in the field.
• Competitive Remuneration: Competitive salary package commensurate with demonstrated skills, experience, and technical capability.

Workplace Health & Safety

AWA Technology Services is committed to providing a safe and healthy workplace for all employees, contractors, and visitors. All team members are required to comply with applicable WHS legislation, ARA Group policies, and site-specific safety procedures. This includes the responsibility to take reasonable care of your own health and safety and that of others, participate in WHS training as required, and report hazards, incidents, or unsafe conditions promptly. The successful candidate will be expected to uphold these standards as part of their day-to-day conduct.