In-Demand It support Jobs in Docklands, Vic

Customer Service Desk Lead (Technical)
Semtech —Melbourne VIC
- Full-time
- CRM software
- Salesforce
- Engineering
5d
Manager, Technical Support – ANZ
SOTI Inc. —Mulgrave VIC
- Full-time
- Hybrid work
- Management
- Databases
- Analysis skills
Desktop Support Officer
Centorrino Technologies —Melbourne VIC
- $55,000 - $70,000 a year
- Full-time
- Hybrid work
- Communication skills
Quick Apply
3d
IT Infrastructure Specialist | Jowett Motor Group (Full-Time)
Jowett Motor Group —Glen Waverley VIC
- Full-time
- Azure
- Administrative experience
- SharePoint
- Parental leave
- Employee assistance program
Quick Apply
Infrastructure Support Senior Analyst - AU Citizen
Accenture —Melbourne VIC
- Full-time
- Azure
- Administrative experience
- AWS
- Parental leave
ICT Technical Specialist
Eastern Health —Box Hill VIC
- Full-time
- Microsoft Excel
- Customer service
- Microsoft Office
- Health insurance
- Annual leave
12h
Senior Systems Administrator
Blue IoT —Mulgrave VIC
- Azure
- Microsoft Office
- Administrative experience
IT Support Engineer (Field)
ITConnexion —Melbourne VIC
Computer Network Support
Medical iT —Melbourne VIC
HVAC Technical Service & Support Specialist | Office-Based Position
Katz Recruitment —Melbourne VIC
- $85,000 - $95,000 a year
- Full-time
- Hybrid work
- Office
- HVAC
- Office experience
Quick Apply
7d
Help Desk Technician
ALSTOM —West Melbourne VIC
Senior Paraplanner – Technical & Advice Support
Focus Partners Australia & Escala Partners —Melbourne VIC
- Management
- Financial services
- Communication skills
Quick Apply
Senior Paraplanner – Technical & Advice Support
Focus Financial Partners —Melbourne VIC
- Management
- Financial services
- Communication skills
Senior Engineer ICT and Integration
Downer Group —Melbourne VIC
- Full-time
- Management
- Engineering
- Electrical experience
9d
Technical Support Officer CTBT
Australian Radiation Protection and Nuclear Safety Agency (ARPANSA) —Yallambie VIC
- $92,450 - $97,052 a year
- Full-time
- Research
9h
Support Systems Safety Analyst
BAE Systems —Melbourne VIC
- Full-time
- Hybrid work
3d

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Casual Driver/ Court Support Assistant
WAVES NETWORK AUSTRALIA PTY LTD —Melbourne VIC
A current Victorian Driver Licence with a good driving record. This position is ideal for a university student, law student, recent graduate or someone seeking…
$26.25 - $35.00 an hour
Quick Apply
3d
Customer Implementation Associate (software/SaaS)
Fresho —South Melbourne VIC
In the industries we service, hours can include early mornings, late evenings, or on occasion - weekends and overnight support, depending on the project and…
$67,500 - $72,500 a year
5d

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Customer Service Desk Lead (Technical)

Semtech -
Melbourne VIC

Apply Now

Job Details

Full-time
5 days ago

Qualifications

CRM software
Incident management
Salesforce
CCNA
Engineering
IT service management
Technical support

Full Job Description

Job Location: Melbourne (must be living in Melbourne or relocate to Melbourne within 2 weeks) Work from office as per company policy. Currently 4 days .

Job Summary:

This role is responsible for managing and delivering technical support for M2M devices and airtime services (mobile and satellite) across a large, diverse customer base. The role is hands-on – personally troubleshooting and resolving complex issues while guiding and developing a small team of L2 support engineers. The role works closely with the Sales, Accounts, and mobile network provider teams to ensure prompt and effective issue resolution for customers.

Responsibilities:

Own the end-to-end incident management lifecycle at a L2/L3 layer – define, document, and continuously improve processes; drive team adherence through training, audits, and corrective action [ 10% ].

Review and triage incoming customer tickets daily; assign issues to team members based on skill level, while personally managing complex or high-impact issues through to resolution; maintain clear and timely communication with customers throughout the issue lifecycle, collaborating with Sales and Accounts teams to ensure consistent communication and a coordinated response. [ 35% ]

Manage escalations to M2M device vendors and airtime service providers; hold third parties accountable to agreed resolution timeframes and maintain productive working relationships to support fast customer outcomes. [ 10% ]

Manage day-to-day team operations including workload distribution, rostering, and performance coaching; act as the first escalation point for team members and support them in resolving issues assigned to them. [ 10% ]

Engage proactively with airtime service providers on new services/platforms/products or changes to existing ones; lead the planning, testing, and execution of onboarding activities to ensure seamless transitions with minimal customer impact. [ 25% ]

Produce and present regular performance reports to stakeholders; drive process compliance and lead audits and assessments. [ 10% ]

Minimum Qualifications:

An engineering degree in Electronics, Telecommunications or Computer Networks or a related field.
Minimum eight (8) years of experience in a technical support role (L2 or L3), including at least five (5) years supporting mobile airtime services, IP networks, and M2M devices, and at least three (3) years leading a technical support team.

Experience as a power user of Cisco Jasper or equivalent M2M connectivity management platform, and CRM systems (ZOHO or Salesforce preferred).
Strong stakeholder management skills with the ability to navigate complex, multi-party incidents effectively.
Proven ability to lead and guide a small team of technical support engineers.

Desired Qualifications

ITSM ticketing platform experience, preferably ZOHO Desk.
Experience with Satellite network services like IRIDIUM, Viasat etc.
Cisco CCNA or equivalent IP networking certification.
Experience with Palo Alto firewalls or equivalent next-generation firewall platforms.

The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job-related tasks other than those specifically included in this description.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

#LI-Onsite

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Refine Your Search

it support jobs in docklands, vic

Customer Service Desk Lead (Technical)

Manager, Technical Support – ANZ

Desktop Support Officer

IT Infrastructure Specialist | Jowett Motor Group (Full-Time)

Infrastructure Support Senior Analyst - AU Citizen

ICT Technical Specialist

Senior Systems Administrator

IT Support Engineer (Field)

Computer Network Support

HVAC Technical Service & Support Specialist | Office-Based Position

Help Desk Technician

Senior Paraplanner – Technical & Advice Support

Senior Paraplanner – Technical & Advice Support

Senior Engineer ICT and Integration

Technical Support Officer CTBT

Support Systems Safety Analyst

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