In-Demand 1st line support engineer Jobs in New South Wales

1st Line Support Analyst
Quartix —Newtown NSW
- Monday to Friday
- Remote
- Salesforce
- Organisational skills
- Health insurance
- Annual leave
15h
IT Desktop Support Engineer
Allied digital service limited —Sydney NSW
- $53,000 - $55,000 a year
- Monday to Friday
- In-person
Quick Apply
Data Center Critical Facilities VI (Shift lead) - Sydney, New South Wales, Australia
Sourceo —Sydney NSW
- Full-time
- Engineering
- Supervising experience
- Bachelor's degree
10h
Data Center Critical Facilities VI (Shift lead)
Equinix —Sydney NSW
- Full-time
- Engineering
- Supervising experience
- Bachelor's degree

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1st Line Support Analyst

Quartix -
Newtown NSW

Apply Now

Job Details

15 hours ago

Benefits

Health insurance
Annual leave
Parental leave
Employee assistance program
Gym membership
Maternity leave
Paid sick leave
On-site parking

Qualifications

Salesforce
Organisational skills

Full Job Description

Based in Newtown Headquarters, Monday to Friday 8:30am until 17:00pm

We are looking for a Customer Support Analyst to provide the highest standard of technical and customer support to our UK customers.

As the first point of contact for new and existing customers, you will deliver expert, customer-focused support through Salesforce case management, live chat, telephone, and email. You will be responsible for triaging, investigating, and resolving product-related queries, escalating more complex issues to 2nd Line Support where appropriate.

The role focuses on delivering timely responses, maintaining accurate case records, and ensuring high standards of customer service.

Key responsibilities

Act as the first point of contact for new and existing UK customers.
Provide technical support via Salesforce case management, live chat, telephone, and email.
Investigate, diagnose, and resolve customer queries across all Quartix products and features.
Manage a high volume of support cases, ensuring timely updates and resolutions.
Maintain accurate customer records and case updates within Salesforce.
Process customer system changes using Fleet Tracking and internal databases.
Deliver customer training and support on Fleet Tracking features.
Escalate complex technical issues to 2nd Line Support where required.
Build and maintain positive relationships with customers, installers, and internal departments.
Monitor recurring support issues and identify opportunities for process improvement.
Arrange engineer service calls where issues cannot be resolved remotely.
Support colleagues with additional tasks and training as required.

What we’re looking for

We’re looking for someone who is organised, detail-oriented, and able to deliver a high standard of technical and customer support in a busy environment.

The successful candidate will have:

Excellent attention to detail, with the ability to accurately investigate, process, and record customer information.
Strong logical processing and problem-solving skills to help diagnose and resolve customer queries.
The ability to multitask effectively and manage competing priorities throughout the day.
Confidence managing a high volume of support cases while ensuring timely updates and resolutions.
Good organisational skills and the ability to manage your own workload effectively.
The ability to work independently using your own initiative, as well as collaboratively as part of a wider team.
A professional and customer-focused approach, with a commitment to providing a high standard of support.

Don’t meet every requirement? We’d still love to hear from you. If you don’t tick every box but believe you have the skills and potential to succeed in the role, we encourage you to apply.

Your Rewards and Savings

Competitive salary (and bonuses for certain roles)
5% employer contribution to company pension through Royal London
33 days holiday (25 days annual leave plus 8 bank holidays FTE)
Opportunity to buy or sell annual leave (up to 5 days FTE)
Free onsite parking
Discounts on big brands and gym memberships

Your Health and Wellbeing

Employer-paid cash health plan
Paid sick pay
Employee Assistance Programme (EAP)
Online GP 24/7 via Telephone or Email
Free eye tests and prescription glasses (for VDU use)
Cycle to Work scheme
Free onsite tea, coffee, chilled filtered water, biscuits and fresh fruit

Your Friends and Family

2x Salary life assurance cover
Enhanced maternity and paternity leave
Staff Social Events
Refer-a-Friend scheme

Your Career and Professional Development

Regular training and development
We are dedicated to promoting from within, wherever possible
Long service awards
Opportunity to work as part of a great team, dedicated to customer service excellence

Interested in this role?

To register your interest, please attach your CV and cover letter.

Please note that you must have the right to work in the region that this job is listed in.

Apply Now

Refine Your Search

1st line support engineer jobs in new south wales

1st Line Support Analyst

IT Desktop Support Engineer

Data Center Critical Facilities VI (Shift lead) - Sydney, New South Wales, Australia

Data Center Critical Facilities VI (Shift lead)