Technical Support Specialist

Green Light; Adelaide; On-site; AUD 60,000 - 75,000; Full time

Job summary

Green Light in Burwood, Melbourne is seeking an L1 Technical Support Engineer to support critical communications and emergency services infrastructure across Adelaide. This is a 12‑month, fully onsite contract.

You will provide Level 1 support, perform incident triage, basic troubleshooting, and escalate as needed, while following ITIL practices. Hours start Mon–Fri, with a transition to rotating 12‑hour shifts after training, and strong customer focus is essential.

Qualifications

• Strong customer service or customer-facing support background.
• Excellent communication skills with the ability to build rapport quickly.
• Strong stakeholder engagement and customer focus.
• Fast learner who can absorb technical knowledge quickly.

Responsibilities

• Provide Level 1 support for critical operational services.
• Perform incident triage, basic troubleshooting, and escalation management.
• Support network infrastructure issues and service restoration activities.
• Follow ITIL best practices, including: Incident Management, Problem Management, Change Management.
• Maintain clear documentation and communicate effectively with internal stakeholders and customers.
• Work within a highly structured government contract environment where process adherence is essential.

Skills

Customer service

Communication

Stakeholder engagement

Fast learner

Calm under pressure

Job description

12 months contract • Citizen only • Burwood, Melbourne • Fully onsite • Green Light is looking for an L1 Technical Support Engineer to join a team supporting critical communications and emergency services infrastructure across Adelaide.

Key Responsibilities

• Provide Level 1 support for critical operational services.
• Perform incident triage, basic troubleshooting, and escalation management.
• Support network infrastructure issues and service restoration activities.
• Follow ITIL best practices, including:
  • Incident Management
  • Problem Management
  • Change Management
• Maintain clear documentation and communicate effectively with internal stakeholders and customers.
• Work within a highly structured government contract environment where process adherence is essential.

What We're Looking For

• Strong customer service or customer-facing support background.
• Excellent communication skills with the ability to build rapport quickly.
• Strong stakeholder engagement and customer focus.
• Fast learner who can absorb technical knowledge quickly.
• Ability to remain calm and professional in a critical services environment.
• Clear and confident verbal communication is essential.

Technical Background

• Experience in IT support, service desk, operations support, NOC, or similar environments.
• Basic networking and troubleshooting experience.
• Exposure to ITIL processes is highly desirable.
• Experience supporting radio networks is not required.

Working Arrangements

• Initial 12-month contract.
• Strong potential for extension or permanent conversion based on performance.
• First few months will generally be standard business hours (Monday to Friday).
• Once fully trained and operating independently, transition to a rotating 12-hour shift pattern (typically around 6am-6pm or 7am-7pm).

Ideal Candidate Profile Someone who is:

• Customer-centric and service-oriented.
• An exceptional communicator.
• Adaptable and quick to learn.
• Comfortable working in a high-importance environment supporting emergency services communications.
• Process-driven with strong attention to detail.