Support Engineer

Pedders Suspension & Brakes; City of Melbourne; On-site; AUD 65,000 - 95,000; Full time

Benefits offered by this job

Bonus structure

Discounts on Pedder parts

Learning & Development initiative

Hybrid working

Onsite parking

Job summary

Pedders Suspension & Brakes is seeking an experienced Support Engineer to join our IT team in Dandenong South. You will deliver exceptional support across phone, email, chat, and in-person interactions, handling incidents, service requests, and tickets from diagnosis to resolution.

You will also support HRIS administration, maintain IT systems, and develop knowledge base materials to empower end users and improve service efficiency. A hybrid work setup and onsite parking are available.

Qualifications

• Certificate IV in Information Technology or equivalent hands-on technical support experience.

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.

Skills

Technical support

Customer service

Communication

Problem solving

Windows 10

Education

Certificate IV in Information Technology

Tools

Microsoft 365 (Exchange, Teams, SharePoint)

Azure Active Directory

Okta

Intune

iOS/Android devices

Job description

$ + Super + Bonus + Incentives + Parking

Pedders Suspension & Brakesis a proud Australian family-owned businesswith 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 ateamof high performers.

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.

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.

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.