Support Technician Level 1

Optix Australasia Pty; Gold Coast City; On-site; AUD 50,000 - 70,000; Full time

Job summary

Optix Australasia Pty is seeking a motivated, technically minded Support Technician Level 1 to join the Operations team at Burleigh Heads. This entry-level role covers hardware configurations, GPS tracking, IoT devices, and fleet management systems, with hands-on support across customers and installations.

You will work with experienced technicians, perform basic troubleshooting, assist with provisioning and logistics, and grow your technical skills while contributing to safety programs for our

Qualifications

• Broad understanding of computer systems, software, networking, and device connectivity.
• Ability to support and maintain hardware, software, networks, and communications systems.
• Strong record-keeping and documentation skills.
• Interpersonal skills to work with diverse stakeholders.
• Willingness to learn new systems and tools.
• Strong multitasking, prioritisation, and time-management.
• Confident verbal and written communication.
• Analytical thinking with practical problem solving.
• Proficiency with PCs and Microsoft Office Suite.

Responsibilities

• Provide Level 1 support via phone, email, messaging platforms and ticketing systems
• Perform basic troubleshooting for hardware, software, connectivity, and installation-related issues
• Support the Installation Team by offering technical guidance and assistance
• Escalate complex or unresolved issues to Senior Support Technician, external vendors, or management
• Operate and maintain provisioning stations, FROOTI stations, test jigs, and backend tools (e.g., DriveCam, DOL)
• Perform device monitoring and generate routine operational reports
• Assist with warehouse activities, including provisioning, minor repairs, and hardware/component handling
• Monitor SIM/M2M portals, troubleshoot activation issues, and track data usage
• Coordinate RMAs and carry out basic hardware fixes where appropriate
• Work collaboratively with Accounts, Client Experience, PMO, Installations, and Technical/Product teams

Skills

General IT knowledge

Troubleshooting

Documentation skills

Communication skills

Time management

Team collaboration

Tools

PCs & Windows

Office software

GPS hardware

Job description

Optix Australasia is seeking a motivated and technically minded individual to join our Operations team as a Support Technician Level 1. This is an entry-level technical role that provides hands-on support across customers, hardware configurations, vehicle telematics, logistics, installations, and troubleshooting. You will work alongside experienced technical professionals while supporting a range of technologies including GPS tracking, video telematics, fleet management systems, IoT devices, and vehicle safety solutions. The Support Technician Level 1 provides essential first-line technical support, logistics coordination, and basic installation assistance. This role supports a range of Company-supplied products that help customers implement and maintain effective safety programs within their organisations.

Key responsibilities

• Provide Level 1 support via phone, email, messaging platforms and ticketing systems
• Perform basic troubleshooting for hardware, software, connectivity, and installation-related issues
• Support the Installation Team by offering technical guidance and assistance
• Escalate complex or unresolved issues to Senior Support Technician, external vendors, or management
• Operate and maintain provisioning stations, FROOTI stations, test jigs, and backend tools (e.g., DriveCam, DOL)
• Perform device monitoring and generate routine operational reports
• Assist with warehouse activities, including provisioning, minor repairs, and hardware/component handling
• Monitor SIM/M2M portals, troubleshoot activation issues, and track data usage
• Coordinate RMAs and carry out basic hardware fixes where appropriate
• Work collaboratively with Accounts, Client Experience, PMO, Installations, and Technical/Product teams

About you

• Broad understanding of computer systems, software applications, networking, and device connectivity
• Ability to support and maintain hardware, software, networks, and communication systems
• Strong record-keeping and documentation skills
• Strong interpersonal skills and the ability to work with diverse stakeholders
• Competent troubleshooting and problem-solving abilities
• Interest in technology and willingness to learn new systems and tools
• Strong multi-tasking, prioritisation, and time-management skills
• Confident verbal and written communication skills
• Analytical thinking paired with practical solution delivery
• Proficiency with PCs and Microsoft Office Suite (Word, Excel, Outlook, etc.)

About us

Optix Australasia is a company that provides a range of products that help customers implement and maintain effective safety programs within their organisations. The Support Technician Level 1 works closely with the Senior Support Technician and Technical Services lead and reports to the Senior Operations Manager (APAC). This position is predominantly office-based in Burleigh Heads, with occasional travel.

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