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. 