Customer Service and IT Support

Salary: $70,000 – $75,000 per year

About the Role: Customer Service and IT Support

Location: Adelaide, South Australia

You will play a vital role as the first point of contact for our customers, delivering outstanding service and support, with a particular focus on our patient entertainment systems installed in hospitals. You'll be the friendly, reliable voice customers turn to when something isn't working: troubleshooting hardware and software issues, maintaining and repairing equipment, and making sure every interaction leaves a positive impression.

Key Duties & Responsibilities:

• Provide Level 1 and 2 support to clients, with a focus on hospital and healthcare customers.

• Monitor and manage incoming Service Desk tickets.

• Communicate with customers via our online Service Desk, phone, and email.

• Escalate issues to senior team members when necessary.

• Install, maintain, and repair patient entertainment systems, including televisions, brackets, and cabling in patient rooms and waiting areas.

• Troubleshoot and diagnose issues with TV systems, and replace faulty components such as TV terminals, articulated arms, and power supplies.

• Deliver both on-site and remote technical support to customers.

• Manage storage stock and coordinate delivery of stock for upcoming projects.

• Keep accurate records of services performed and parts used.

• Build and maintain strong, lasting customer relationships.

• Follow all safety protocols and procedures while working in hospital environments.

• Contribute to ongoing projects and routine business requirements.

What We Offer:

Join a small, friendly, and supportive team with a culture built on customer support excellence, knowledge sharing, and on-the-job training. This role offers variety and hands-on work across hospital sites, along with broader exposure to our customer support and IT operations.

Knowledge, Skills & Abilities:

• A genuine passion for customer service, with a friendly, patient, and helpful approach.

• Exceptional verbal and written communication skills, with the ability to explain complex technical concepts clearly to non-technical customers.

• Strong problem-solving and troubleshooting abilities, with a detail-oriented approach.

• Minimum 1–2 years' experience in electronics, TV systems, or technical repair work.

• Working knowledge of Linux systems and basic networking.

• A quick learner who adapts easily to new tools, systems, and technologies as the role evolves.

• Ability to work effectively both independently and as part of a team.

• Willingness to work flexible hours, including weekends and evenings, if required.

• Valid driver's license and access to a reliable vehicle.

• Must pass background checks, including Police Check and Working with Children Check.

Technical Proficiency (Highly Regarded):

Prior exposure to any of the following is highly regarded, but not essential:

• General computer literacy (Windows/Mac)

• Basic understanding of AV equipment (TVs, mounts, cabling)

• Familiarity with ticketing/service desk software

Applicants must have Australian citizenship or permanent residency to be considered for this role.