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Junior - Technical Support Officer

Junior - Technical Support Officer

Ignite TelecomNorth Sydney Council, New South Wales, Australia
1 day ago
Job description

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Co-Founder & Managing Director at Ignite Telecom | Igniting Digital Transformation through Tailored Connectivity Solutions

Company Description

Recently named in the Tech Partner News Fast 50, Ignite Telecom is Australia's trusted partner for top-tier business telecommunications solutions. We leverage a technology ecosystem of over 40 leading carriers and providers to deliver tailored solutions in voice, data, mobile, unified communications (UC), contact center, and more. Our vendor-neutral approach ensures customised solutions without limitations, supported by dedicated, onshore account management for personalised assistance. We empower mid-sized organisations, including non-profits, health and aged care providers, and NDIS organisations, to streamline telecom services, reduce costs, and achieve digital transformation goals.

Role Description

This is a full-time, hybrid role for a Technical Support Officer, located in North Sydney. The Technical Support Officer will be responsible for diagnosing and resolving technical issues, providing exceptional customer service, and ensuring smooth operations of telecom services. Day-to-day tasks include troubleshooting technical problems, assisting customers with inquiries, and ensuring effective communication with users to resolve issues promptly.

Key Responsibilities

  • Monitor, triage, and respond to inbound support tickets via phone, email, and Helpdesk.
  • Provide first-level troubleshooting for issues relating to internet, NBN, SIP, mobile, and cloud phone systems.
  • Follow step-by-step procedures and knowledge base articles to resolve common issues.
  • Accurately log all customer interactions and technical notes.
  • Escalate complex incidents to Level 2 Engineers or Vendor Partners where required.
  • Communicate clearly with customers to provide regular updates and set realistic expectations.
  • Support service delivery and provisioning teams with testing and configuration tasks as needed.

Qualifications

  • Technical support and troubleshooting skills.
  • Basic understanding of networking and telecommunication concepts (IP addressing, routers, SIP, NBN, VoIP).
  • Familiarity with VoIP or cloud communication systems preferred but not essential.
  • Understanding of NBN service classes.
  • Excellent communication and customer service skills.
  • Ability to work efficiently in a fast-pace environment.
  • Certificate or Diploma in IT, Telecommunications, or related field (or equivalent experience) is a plus.
  • Experience with telecommunications is beneficial.
  • 1–2 years of customer service experience (technical or non-technical) preferred.

    • Why Join Ignite Telecom

  • Comprehensive onboarding and ongoing technical training.
  • Supportive, close-knit team culture.
  • Clear career pathways into advanced support, provisioning, or solutions engineering.
  • Exposure to global leading best-in-class solutions.

    • Job Details

  • Seniority level : Entry level
  • Employment type : Full-time
  • Job function : Information Technology
  • Industries : Telecommunications

    • Location

    North Sydney, New South Wales, Australia.

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    Technical Officer • North Sydney Council, New South Wales, Australia