Technical Support Executive

• Serve as the first point of contact for employees seeking technical assistance
• Provide hardware and software support for internal employees
• Handle support requests via phone, live chat, email, and remote connection
• Assist with employee onboarding, including activating user accounts
• Configure, implement, and maintain business workflows in dedicated applications
• Liaise with stakeholders to implement business-focused solutions
• Maintain and implement secure best practices within the company network
• Support customers using NBN and VoIP telecommunications services
• Provide end-user support to managed services customers
• Communicate technical information clearly to non-technical users
• Receive, validate, log, troubleshoot, and escalate requests
• Keep stakeholders informed of request progress through resolution
• Maintain and manage the ticket desk
• Engage third-party vendors to resolve technical problems
• Perform hardware and software upgrades and routine maintenance
• Maintain accurate support request and resolution records
• Create documentation for common issues and solutions
• Train end-users on basic IT functions
• Collaborate with IT professionals and departments to resolve complex issues and provide tailored support
• Meet SLAs for first response and resolution times
• Contribute to continuous improvement initiatives

• Technical support experience with hardware and software issues
• Ability to support customers using NBN and VoIP services
• Ability to provide end-user support for managed services customers
• Ability to troubleshoot, validate, log, and escalate support requests
• Ability to maintain and manage a ticket desk
• Experience engaging third-party vendors to resolve technical problems
• Ability to perform hardware and software upgrades and routine maintenance
• Ability to install, upgrade, and maintain hardware and software
• Ability to create and maintain technical documentation
• Ability to conduct end-user training on basic IT functions
• Strong verbal and written communication skills
• Customer-focused and service-oriented
• Reliable, organised, and self-motivated
• Ability to remain calm under pressure
• Positive attitude and willingness to learn
• Monday–Friday work hours of 4:30am–12:30pm IST
• Role supports Australian customers

• Remote work
• Inclusive, supportive culture
• Healthy work-life balance
• Distributed team environment
• Collaboration with global/APAC teams