Job Description

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.
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
  
  

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