Support Engineer

Pedders Shock Absorber Service Pty. Ltd; City of Greater Dandenong; On-site; AUD 75,000 - 110,000; Full time

Benefits offered by this job

Bonus structure

Pedders Perks app discounts

Learning & Development initiative

Flexible hybrid working - 2 days WFH

Employee referral program

Job summary

Pedders Suspension & Brakes is seeking an experienced Support Engineer to join our IT team in Dandenong South. You will provide omnichannel customer support, diagnose and resolve incidents, and maintain IT systems with a focus on service quality and user experience.

Ideal candidates hold a Certificate IV in IT, have hands-on support experience across Microsoft 365, Windows 10, Azure AD and mobile platforms, and can work in a hybrid, collaborative environment with strong stakeholder communication.

Qualifications

• Certificate IV in Information Technology or related discipline with hands-on IT support experience.
• Experience providing technical support across business systems, infrastructure and cloud environments.
• Strong technical capability across Microsoft 365 (Exchange/Teams/SharePoint), Windows 10, Azure AD, Okta, Intune, iOS and Android devices.
• Working knowledge of networking technologies, including LAN/WAN, Layer 2/3 switching and routing, plus VoIP.
• Proven ability to deliver outstanding customer service and user experiences.
• Excellent communication skills for professional phone, chat and stakeholder support.
• Strong organisational skills to manage priorities, workload and ticket queues.

Responsibilities

• Deliver customer support across phone, email, chat, face-to-face and tickets.
• Manage, prioritise and resolve incidents and service requests within SLAs.
• Own tickets from initial diagnosis to resolution and closure.
• Escalate complex issues to specialist teams with clear updates.
• Build relationships with internal stakeholders and customers with timely outcomes.
• Support administration, maintenance and continuous improvement of IT systems.
• Assist HRIS administration, including user access and troubleshooting.
• Develop and maintain knowledge base articles and technical documentation.

Skills

Customer service

Communication

Time management

Prioritization

Education

Certificate IV in Information Technology

Tools

Microsoft 365

Windows 10

Azure Active Directory

Okta

Intune

iOS

Android

LAN/WAN

Job description

About Us

Pedders Suspension & Brakes is a proud Australian family-owned business with a long history, a strong future, and a solid association with motorsport.

With global presence and being renowned for our quality product range, we are the market leaders in the undercar space, and when you join us, you join a strong national network and a team of high performers.

The Opportunity

We are currently seeking an experienced Support Engineer to join our IT team based in our support office at Dandenong South.

Key Responsibilities

• Deliver exceptional customer support across phone, email, chat, face-to-face interactions and service tickets.
• Manage, prioritise and resolve incidents and service requests within agreed service levels.
• Take ownership of support tickets from initial diagnosis through to successful resolution and closure.
• Escalate complex issues to specialist teams while maintaining oversight and customer communication.
• Build strong relationships with internal stakeholders and customers, providing timely updates and service outcomes.
• Support the administration, maintenance and continuous improvement of business-critical IT systems.
• Assist with HRIS administration, including user access management, system updates and troubleshooting.
• Develop and maintain knowledge base articles, technical documentation and FAQs to enhance self-service support and service efficiency.

Why Join Pedders?

• Bonus structure - recognition of your great performance and behaviours that align to our Pedders' values.
• Our generous discounts on Pedder parts as well as other products and services through our Pedders Perks app which provides access to our rewards partners (retailers, utilities, insurance providers, petrol stations etc).
• Learning & Development Initiative - we believe strongly in continuous learning and pay for up to 5% of your base salary each year towards approved professional development courses as well as up to 5 days paid L&D leave to undertake courses.
• Reward and recognition program, in recognition for your outstanding performance and commitment to the Pedders values
• Flexible, hybrid working conditions, with 2 days WFH and onsite parking for office days.
• Generous employee referral program in recognition of referring suitable talent into Pedders
• Service milestone recognition, celebrating your dedication and loyalty to Pedders
• We provide a confidential and free of charge Employee Assistance Program, which offers one on one counselling sessions for employees and family members.
• Health and wellbeing initiatives - annual flu shot, general health check-up and skin check, monthly coffee and donut days
• We provide a clean, inclusive and safe working environment with family-centric values
• Career opportunities and progression; we love to promote and grow people within the business.
• We offer a combination of online and in-person training, for all areas of your position.

What You Bring To The Team

• Certificate IV in Information Technology (or related discipline) and/or equivalent hands-on technical support experience.
• Demonstrated experience providing technical support across business systems, infrastructure and cloud environments.
• Strong technical capability across Microsoft 365 (Exchange, Teams, SharePoint), Windows 10, Azure Active Directory, Okta, Intune, iOS and Android devices.
• Working knowledge of networking technologies, including LAN/WAN, Layer 2 and Layer 3 switching and routing, plus VoIP systems.
• Proven ability to deliver outstanding customer service and support positive user experiences.
• Excellent communication skills, with the ability to provide professional phone, chat and stakeholder support at all levels.
• Strong organisational skills with the ability to manage priorities, workload and ticket queues effectively while maintaining attention to detail.
• Experience within the automotive and/or retail industry is advantageous, with a customer-focused and empathetic approach to end-user support