Helpdesk & Onsite Support Technician

About Pivotal Andor
We've been keeping Hunter region businesses running for over 40 years. Starting out as RBC Newcastle – a Ricoh photocopier dealer – we evolved into Pivotal Business Systems, expanding into Point of Sale, Document Management, Automated Process Solutions, and Print Cost Recovery. Today, we operate as Pivotal Andor following the acquisition of Andor IT, bringing together decades of expertise in business technology.

We provide a complete range of solutions – from photocopiers and print services to IT support and managed services – and we're a trusted partner for hospitality and retail businesses, specialising in the SwiftPOS ecosystem. With offices in Newcastle, Tuggerah, Port Macquarie, and Tamworth, we offer the stability of a market leader with the close-knit feel of a family business.

We're looking for a tech-savvy problem solver who enjoys variety. Most of your time will be spent solving issues from our Newcastle office, but when a client needs a hands-on fix, you'll be the one they trust to show up – and we'll provide the wheels.

The Role
Reporting to the Support Manager, you'll be the primary contact for our clients – delivering remote support via phone and screen-share, with the flexibility to attend site when the issue requires a physical presence. Open to juniors and experienced techs alike – we'll tailor the training to suit you.

What you'll be doing:

• Helpdesk support – providing 1st and 2nd level remote support for SwiftPOS and integrated payment systems (this is your core day-to-day).

• Ad-hoc onsite visits – jumping in the company pool car to attend client sites when issues can't be resolved remotely, or during project installations.

• Project work – assisting with build, configuration, and rollout of new POS implementations (both in the office and on location).

• Queue management – owning your ticket queue and resolving jobs in a timely manner.

• Collaboration – working with internal teams, vendors, and suppliers to close out complex issues.

• Documentation – keeping clear technical records so the whole team stays informed.

What a typical week looks like:
You'll start with structured training and close mentoring – you won't be expected to work solo from day one. As your confidence and skills grow, you'll take on more responsibility. Some weeks you'll be desk-bound, smashing through tickets and phone calls. Other weeks, you might duck out for an hour or two to install a new terminal or troubleshoot a hardware fault. The mix keeps it interesting – you're never stuck doing the same thing day in, day out. And when you do head out, the pool car is yours – no logging kms on your personal vehicle.

What you'll need:

• A genuine interest in IT and technology

• A positive, customer-first attitude – you enjoy talking to people as much as fixing tech.

• Willingness to learn and ask questions – you won't be thrown in the deep end; we'll train you up.

• A valid Australian Driver's Licence – you'll hit the road in the company car when required.

• Experienced? Great. New to POS? No problem – we'll train the right person from the ground up.

What's in it for you:

• Variety – no two days are the same. One hour you're on the phone, the next you're hands-on at a client site.

• Company pool car provided – no wear and tear on your personal vehicle, and fuel covered.

• Become a SwiftPOS expert – niche skills that set you up for life.

• Full training and mentorship – we invest in your growth from day one.

• Job security – 40+ years in business and still growing.

• Competitive salary – rewarded for your hard work.