About the Role:
Australia's digital economy depends on reliable technology, and at Helpline Digital & Telecom Support, we help businesses stay productive through responsive IT support, secure infrastructure, and dependable technology solutions. We believe exceptional IT support is about more than fixing technical issues—it's about creating a seamless experience that allows people to do their best work.
We are looking for an IT Support Specialist who can provide outstanding technical support across desktop systems, networks, cloud services, and business applications. You won't simply be resolving support tickets—you'll become a trusted technology partner who keeps users connected, minimizes downtime, and helps improve the overall IT environment through proactive support and continuous improvement.
Why Work With Us?
The Environment: Our team values collaboration, knowledge sharing, and professional growth. You'll work alongside experienced IT professionals in a supportive environment where your ideas and technical expertise are appreciated.
Modern Technology: We support Microsoft 365, Windows environments, cloud platforms, business networks, and modern collaboration tools, giving you exposure to technologies used by organizations across Australia.
Career Development: We encourage continuous learning through technical training, certifications, and hands-on experience with a wide range of IT systems and infrastructure.
Meaningful Impact: Every support request you resolve helps businesses remain productive. Your work directly contributes to better customer experiences and stronger technology operations.
Key Responsibilities:
Technical Support: Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, printers, and business applications while delivering excellent customer service.
System Administration: Configure, maintain, and troubleshoot Microsoft Windows, Microsoft 365, Active Directory, user accounts, email services, and endpoint devices.
Network Support: Diagnose and resolve connectivity issues involving LAN, WAN, Wi-Fi, VPN, DNS, DHCP, and TCP/IP while assisting with network maintenance and performance.
Incident Management: Respond to support requests through the help desk, document resolutions, prioritize incidents, and escalate complex issues when appropriate.
Technology Improvement: Assist with software deployments, hardware installations, system upgrades, security updates, onboarding new employees, and ongoing IT projects that improve business operations.
What We Are Looking For:
Experience: 2+ years of experience in IT Support, Help Desk, Desktop Support, Technical Support, or Service Desk within a business environment.
Technical Skills: Strong knowledge of Microsoft Windows, Microsoft 365, Active Directory, desktop hardware, networking fundamentals, remote support tools, and IT troubleshooting methodologies.
Communication: Excellent verbal and written communication skills with the ability to explain technical concepts clearly to users with varying levels of technical knowledge.
Problem Solving: A proactive mindset with strong analytical skills, attention to detail, and the ability to manage multiple priorities while maintaining high service standards.
Professional Mindset: You enjoy helping people, take ownership of technical issues from start to finish, remain calm under pressure, and are committed to continuously expanding your technical knowledge and delivering outstanding customer support.
Pay: $75,000.00 – $83,000.00 per year
Benefits:
- Health insurance
- Life insurance
- Paid volunteer leave
Work Location: Hybrid remote in New South Wales
