Job Description

About Tradewind Australia

Since entering the Australian market in 2007, Tradewind has built a strong reputation as a values-driven recruitment agency specialising in education and social work. We're a team of around 75 people who genuinely enjoy what we do, and we take our internal culture as seriously as the service we provide to our clients.

About the Role

This is a hands-on support role at the heart of our business, and a genuine opportunity to grow your IT career in a team that's invested in your development.

You'll be the first point of contact for colleagues across the business, managing the day-to-day flow of support tickets and making sure requests are triaged, escalated where needed, and resolved within SLA timeframes. It's a role where your impact is immediate and visible. 75 colleagues will rely on you to keep things moving.

You'll work alongside a more senior member of the IT team who oversees the ticket queue, leads medium to large projects, and will be your first point of escalation. You'll report directly to our IT Manager with regular one-on-ones to support your growth and keep you on track.

When ticket volume eases, you'll have the space to contribute to ad hoc projects and longer-term initiatives, and we actively encourage you to bring ideas to the table. This is an environment that's always evolving, and we want someone who's energised by that rather than unsettled by it.

Our environment is built around Microsoft 365, with our core platforms being Bullhorn and Entire OnHire (recruitment software) and VXT (telephony), along with the integrations that connect them. You don't need to know these systems inside out from day one, but familiarity with similar platforms and a hunger to get across new technology quickly will serve you well here.

The week has a rhythm to it. Mondays tend to be fast-paced and ticket-heavy. By Friday, there's usually room to breathe and focus on broader tasks. If you thrive when you're busy but also appreciate having time to think and improve, you'll fit right in.

Day-to-day, you'll be:

• Managing and resolving support tickets within agreed SLA timeframes
• Triaging and escalating requests appropriately alongside the Senior IT Support Officer
• Providing in-person, phone, and written support to colleagues across the business
• Configuring and maintaining hardware including laptops, headsets, printers, and other multifunction devices
• Supporting staff onboarding and offboarding
• Maintaining the IT device register
• Contributing to knowledge base documentation and process improvements
• Assisting with ad hoc projects as they arise

About You

We're not necessarily looking for someone with an extensive IT resume. What matters most to us is that you're a natural communicator, a quick learner, and someone who genuinely enjoys helping people and finding better ways to do things.

This role involves a lot of face-to-face and phone-based interaction with colleagues across the business, so your ability to listen, explain clearly, and stay calm under pressure will take you further than technical knowledge alone. That said, we do need a solid foundation to build on.

You'll be a strong fit if you:

• Communicate clearly and confidently in person, over the phone, and in writing
• Have a genuine aptitude for technology and an eagerness to keep learning and improving
• Have some exposure to IT support, helpdesk environments, or relevant study (but we're open to the right person at the start of their career)
• Are comfortable working within Microsoft 365 and general networking concepts
• Pick up new platforms and integrations quickly and enjoy the process of doing so
• Stay organised and take ownership of your work without needing to be chased
• Enjoy being part of a small team where your contribution genuinely matters

You'll also need (or be willing to obtain) a current Police Check a Working With Children Check and be able to provide two professional references.

What's in it for You

• A supportive team that's genuinely committed to your development
• Regular one-on-ones with your Manager to keep you growing
• Convenient Melbourne CBD location, close to Flinders St and Townhall stations
• Modern office with 360-degree city views
• In office snacks, fresh fruit, soft drinks, tea, and coffee readily available
• Three company-wide celebrations per year and monthly in office events
• A meditation room for when you need to reset
• An extra day off for your birthday
• Friday afternoon drinks to ease into the weekend

How to Apply

Click Apply and attach your resume and a brief cover letter.

For a confidential conversation, contact Matthew Lomas at matthew.lomas@twrecruitment.com.au or call 1800 989 025.

Tradewind Australia is proud to be an equal opportunity employer.