About the Role:

We are looking for a motivated and customer-oriented Level 1 Helpdesk Support Technician to join our growing support team. This is a hands-on role, ideal for someone early in their technical career who enjoys supporting users, resolving issues, and building a strong foundation in telephony and cloud communications.

Overview of Client:

Our client is an Australian-based technology company specializing in telephony, unified communications, and contact centre solutions. Their platforms integrate with leading vendors such as Microsoft Teams, Avaya, Cisco, and cloud PBX environments to deliver reliable, customer-focused communication solutions.

### Key Responsibilities

User Support

Provide first-level technical support to customers via phone, email, and collaboration tools

Troubleshoot issues related to telephony systems, PBX platforms, and software applications

Guide users through clear, step-by-step resolutions

Ticket Management

Log, prioritise, and track incidents and service requests through the helpdesk system

Ensure timely issue resolution and escalate complex problems to senior teams when required

Troubleshooting & Technical Support

Diagnose and resolve basic software, telephony, and cloud PBX issues

Assist with installation, configuration, and updates of supported applications

Support both cloud-based and on‑prem telephony environments

Documentation & Knowledge Sharing

Create and maintain user-friendly documentation and knowledge base articles

Contribute to continuous improvement of support processes

Basic Network & Security Support

Assist with basic networking issues such as connectivity, IP configuration, and VPN access

Follow security protocols and promote best practices among end users

Identify and report potential security incidents

### Required Skills & Experience

Technical Skills

1–3 years’ experience in an IT Helpdesk, Service Desk, or Technical Support role

Exposure to telephony or PBX systems (cloud or on‑prem)

Familiarity with Asterisk-based cloud PBX systems is highly desirable

Basic understanding of networking and communications (IP, SIP basics, connectivity)

Experience working with ticketing systems (any platform – training provided)

Diploma or Degree in Information Technology, Computer Science, or a related field
(or equivalent hands-on experience)

Soft Skills

Strong English communication skills (verbal and written)

Customer-focused attitude with excellent problem-solving skills

Ability to work independently and manage multiple tasks

Willingness to learn, adapt, and grow in a fast-paced technical environment

Positive, “can‑do” approach to support and teamwork

By applying for this role, your contact details will be securely stored in our candidate database. If you're not selected for this role, our Talent Acquisition Team may contact you regarding future opportunities that match your profile.Additionally, your email address will be automatically subscribed to our monthly newsletter, as well as special announcements such as upcoming webinars and events that we host. You may unsubscribe from these communications at any time by clicking the Unsubscribe link at the bottom of any of our emails.

L1 Helpdesk Support Technician

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