Optus Technical Support jobs

Telnetworks is an Australian-owned, Information Technology services provider and fully fledged telecommunications solutions provider. We provide the Government, corporate and SME businesses across Australia with tailor made managed IT services, Data Centre Solutions, Cyber Security and Network hardening, Cloud solutions and Business grade Telephone Systems and Internet solutions.

We pride ourselves in providing robust, reliable and quality-focused technology solutions to our customers. Our key focal point is the unparalleled levels of reliability & responsiveness provided by our team members to our clientele across Australia.

Due to our continued growth and expansion, we are seeking a motivated and technically capable ICT Technician to join our team based in Melbourne.

As an ICT Support Technician, you will provide onsite and remote technical support to a diverse range of clientele across the corporate and government sectors. You will predominantly be providing technical support and troubleshooting services for Information Technology services provided by us. Whilst working for us, as your knowledge-base grows, you many be incorporated to providing technical support for telecommunications services, including NBN technical support.

Ideally, you will have experience working in client-facing IT support or managed services environments.

Key Duties & Responsibilities

• Deliver Level 1 and Level 2 ICT support for desktops, laptops, printers, mobile devices, and a wide array of network peripheral equipment.
• Respond to user inquiries relating to software, hardware, Microsoft 365, networking, and connectivity issues.
• Troubleshoot and resolve technical incidents to minimise operational downtime
• Install, configure, maintain, and support computer hardware, operating systems, software applications, and end-user devices
• Assist with Microsoft 365 administration including user onboarding, password resets, MFA support, and account management
• Support Microsoft Windows environments, Active Directory, DNS, DHCP, remote access technologies, and cloud-based systems
• Monitor, prioritise, log, and resolve support tickets in accordance with internal procedures and service level agreements (SLAs)
• Escalate complex technical issues to senior engineers where required
• Assist with networking support including routers, switches, wireless networking, VPN connectivity, and internet services
• Support cybersecurity and endpoint protection initiatives including patch management and security best practices.
• Maintain accurate technical documentation, support records, and asset registers
• Collaborate with internal teams, vendors, and client stakeholders to ensure effective ICT service delivery and customer satisfaction.

Skills & Experience

• At least 1 year of relevant experience in ICT support, help-desk, desktop support, service desk, or managed services environments
• Experience troubleshooting hardware, software, Microsoft Windows, networking, and connectivity issues
• Exposure to Microsoft 365, Active Directory, Windows Server, and remote support tools
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPNs, VLANs, and wireless networking
• Familiarity with ticketing systems and IT service management (ITSM) processes
• Strong written and verbal communication skills with a customer-focused approach
• Ability to prioritize tasks and work effectively within fast-paced support environments
• Current driver license and willingness to travel to client sites where required

Qualifications

• At least Diploma or higher qualification in Information Technology, Cyber Security, Networking, or related field

What we offer

• A competitive salary package ranging between $75,000 – $85,000 plus super
• Exposure to diverse corporate and government ICT environments
• Opportunities for technical development and certification support
• Supportive and collaborative team culture
• Career progression within managed services and cybersecurity

Pay: $75,677.95 – $103,189.75 per year

Benefits:

• Company car
• Work from home

Work Location: Hybrid remote in Melbourne VIC 3004