About the Company
Telstra is Australia’s leading telecommunications and technology company, offering a wide range of services including mobile, internet, and data solutions to consumers, businesses, and government. We are committed to connecting people and creating innovative solutions for a better future, fostering a diverse and inclusive work environment.
Job Description
Are you passionate about technology and helping others? Telstra is seeking an enthusiastic and customer-focused individual to join our dynamic team as an Online IT Helpdesk (Level 1) – 100% Remote Support specialist. This is an incredible opportunity to launch or advance your career in IT support, providing essential technical assistance to our diverse user base from the comfort of your home. You will be the first point of contact for technical inquiries, diagnosing and resolving issues to ensure seamless operation for our employees and clients. We are looking for someone with a strong problem-solving mindset, excellent communication skills, and a genuine desire to learn and grow within a leading Australian technology company.
Key Responsibilities
- Provide first-level technical support and troubleshooting for hardware, software, and network-related issues via remote tools.
- Respond to user inquiries promptly and professionally through various channels including phone, email, and chat.
- Accurately log, categorize, prioritize, and track all support requests using our ticketing system.
- Diagnose and resolve common technical problems, escalating complex issues to Level 2 support when necessary.
- Guide users through step-by-step solutions and provide clear, concise instructions.
- Maintain accurate records of solutions and technical procedures.
- Contribute to the knowledge base to improve self-service options for users.
- Participate in ongoing training and development to stay current with technology trends and company systems.
Required Skills
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
- Familiarity with network concepts (TCP/IP, Wi-Fi).
- Customer service-oriented with a patient and empathetic approach.
- Ability to work independently and manage time effectively in a remote environment.
Preferred Qualifications
- Previous experience in a customer service or technical support role.
- Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation).
- Experience with ticketing systems (e.g., ServiceNow, Jira Service Management).
- Knowledge of Microsoft Office 365 suite and collaboration tools.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness programs.
- Generous paid time off and flexible work arrangements.
- Opportunities for career development and advancement within a global leader.
- Access to cutting-edge technology and training resources.
- Employee discounts on Telstra products and services.
- A supportive and inclusive remote work culture.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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