About the Company
Telstra is Australia’s leading telecommunications and technology company, offering a wide range of services including mobile, internet, and advanced IT solutions. We are committed to connecting people and businesses, fostering innovation, and creating a better future for our customers. Join our dynamic team and be part of an organisation that values collaboration, growth, and making a real impact.
Job Description
We are seeking a dedicated and enthusiastic Online IT Helpdesk (Level 1) Specialist to join our remote support team. This is a 100% remote position, offering you the flexibility to work from your home office in Hervey Bay. As a Level 1 Helpdesk Specialist, you will be the first point of contact for our customers, providing essential technical support and troubleshooting for a variety of IT issues. Your excellent communication skills and problem-solving abilities will be crucial in ensuring a seamless and positive experience for our users.
Key Responsibilities
- Provide first-line technical support via phone, email, and chat for software, hardware, and network-related issues.
- Diagnose and resolve common technical problems efficiently and effectively.
- Escalate complex issues to Level 2 support or relevant teams when necessary.
- Document all support interactions, resolutions, and escalations accurately in the ticketing system.
- Guide users through step-by-step solutions with clear and patient instructions.
- Assist with basic system administration tasks, including user account management and password resets.
- Maintain a high level of customer satisfaction through professional and courteous service.
Required Skills
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Basic understanding of operating systems (Windows, macOS) and common software applications.
- Familiarity with network fundamentals (TCP/IP, Wi-Fi).
- Ability to work independently and manage time effectively in a remote environment.
- Customer-focused attitude with a commitment to service excellence.
- Proficiency in using helpdesk ticketing systems.
Preferred Qualifications
- Relevant IT certification (e.g., CompTIA A+, ITIL Foundation).
- Previous experience in a customer service or support role.
- Basic knowledge of Microsoft 365 or Google Workspace.
- Experience with remote desktop tools.
Perks & Benefits
- Flexible 100% remote work environment.
- Competitive salary package.
- Comprehensive health and wellness programs.
- Opportunities for professional development and career growth.
- Access to cutting-edge technology and training.
- Employee assistance program.
- Generous leave entitlements.
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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