Technical Support Lead — IT Ops & Incident Response

Accor; Brisbane; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Learning opportunities

Inclusive culture

Sustainability values

Job summary

Transmax, an ITS solutions provider based in Brisbane, is seeking a Technical Support Officer to deliver frontline and escalated support to customers, ensuring timely incident resolution and clear communication throughout the support lifecycle.

You’ll act as a key link between customers and internal teams, triaging issues, coordinating responses and contributing to the ongoing reliability of customer systems.

Qualifications

• 2+ years of experience in IT or technical support, with hands-on troubleshooting across systems and applications.
• Experience with ITSM tools and maintaining documentation.
• Strong knowledge of Windows Server, with exposure to Linux environments.
• Familiarity with monitoring tools, system maintenance and upgrades.
• Exposure to AWS, VMware, Veeam, databases, Active Directory or Atlassian tools (desirable).
• Experience in ITS or similar integrated environments (desirable).

Responsibilities

• Provide application, infrastructure and software support via phone and email.
• Act as an escalation point for complex issues, supporting diagnosis and resolution.
• Log, classify and prioritise tickets in line with SLA requirements.
• Monitor system health, respond to alerts and perform preventative maintenance.
• Complete scheduled tasks including system checks, patching, testing and upgrades.
• Support system deployments and platform updates.
• Collaborate with internal teams to resolve incidents and improve service outcomes.
• Maintain and improve operational documentation and procedures.
• Contribute to customer reporting and continuous improvement initiatives.
• Participate in an on‑call roster to support after‑hours customer needs.

Skills

Hands-on troubleshooting

ITSM tools

Windows Server

Linux environments

Monitoring tools

AWS

VMware

Veeam

Active Directory

Atlassian tools

ITS environments

Education

Engineering/IT degree or equivalent

Tools

ITSM tools

Monitoring tools

Job description

Transmax, an ITS solutions provider based in Brisbane, is seeking a Technical Support Officer to deliver frontline and escalated support to customers, ensuring timely incident resolution and clear communication throughout the support lifecycle.

You’ll act as a key link between customers and internal teams, triaging issues, coordinating responses and contributing to the ongoing reliability of customer systems.