Technical Support Specialist

Green Light; City of Melbourne; On-site; AUD 55,000 - 75,000; Full time

Job summary

Green Light is seeking an L1 Technical Support Engineer to join a team supporting critical communications and emergency services infrastructure across Melbourne. This 12-month contract offers potential extension and a path to a permanent role following performance review.

Initially on-site in Burwood, Melbourne, with standard business hours, transitioning to a rotating 12-hour shift after training. Ideal candidates demonstrate strong customer service, excellent communication, and the ability to

Qualifications

• Background in IT support or service desk roles.
• Experience with ITIL processes is desirable.
• Exposure to radio networks is not required.
• Able to work under pressure in critical services.

Responsibilities

• Provide Level 1 support for critical operational services.
• Triage incidents, perform basic troubleshooting, and escalate as needed.
• Support network infrastructure issues and service restoration.
• Document work clearly and communicate with stakeholders.
• Follow government contract processes and ITIL practices.

Skills

Customer service

Communication

Stakeholder engagement

IT support

Networking basics

Troubleshooting

ITIL awareness

Escalation management

Tools

Service desk software

Networking tools

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.