L1 Technical Helpdesk

Join a leading telecommunications company where innovation meets exceptional customer service. Telair Pty Ltd, based in Murarrie, offers a wide range of products and services, including voice and data services, cloud solutions, and managed services, all designed to meet the evolving needs of our clients. Our values are Pioneer, Promise, People, Partners, and Pride, and our mission is simple: “Committed to delivering what we promise.”

We are seeking an enthusiastic L1 Technical Support superstar to be the friendly face of our business and provide first-rate technical assistance to our diverse range of customers, both residential and commercial.

As a valued member of our team, you'll have the chance to expand your knowledge of Business Grade Fibre services across multiple Carrier networks, as well as get hands-on experience with cutting-edge Cloud-based communication platforms and NBN Internet technologies nationwide.

Key responsibilities:

• Resolve issues with Residential and Business-grade services through effective troubleshooting.

• Keep customers updated on the status of their query/fault by providing proactive communication.

• Work with upstream and third-party suppliers to manage fault resolution in a timely manner.

• Manage customer expectations according to defined processes.

• Actively handle ticket queues and inbound phone calls.

• Identify short and long-term strategies to help mitigate the impacts on customers' business or home network by taking a holistic approach to their situation.

• Comfortable with a 7 am start to accommodate early support requirements.

• Knowledge of fundamental networking principles

• Experience working in IT or Telecommunications helpdesk environments

• Excellent oral and written communication abilities

• A pleasant and supportive phone demeanor 

• A desire to aid clients in resolving their concerns

• Self-driven and capable of working independently

• Attentive to details and prioritise accuracy over speed

• Capable of fulfilling customer service level agreements (SLAs) while prioritising a favorable customer experience

• Enjoys working collaboratively in a team to accomplish shared objectives

• Committed to maintaining high levels of professionalism and ethical standards in a diverse workplace

• A fun and supportive work environment

• A tailored induction program to ensure you have the best introduction to Telair

• Ongoing and regular training to ensure you are kept up to date with the latest industry changes (including industry-recognised certifications)

• Celebrating you with awards and recognition

• A diverse company culture that gives more than just a job

• A great coffee machine (Free coffee!)

• Discounts on your friends and family NBN services

• Great remuneration $$$ with opportunities for over-time and/or TOIL, whatever your preference

At our company, we see our employees as the key to our success. We've built a work culture that feels like a second family, where everyone is valued and supported. We're searching for talented and enthusiastic individuals who can represent our brand and join us in our mission to become a renowned Australian symbol.

If you're ready to join a dynamic and innovative company, where you can make a real impact, apply now to join the Telair team. We can't wait to see what you bring to the table!

At Telair Pty Ltd, diversity is celebrated, and all applicants will be considered on merit.