Level 1 Support Technician
Salary: $59,000 – $70,000 per year
About the role
You're the first voice customers hear when something goes wrong. You'll resolve routine issues quickly, keep customers informed, and hand complex problems to our Level 2 team with clear notes so nobody has to ask the same question twice.
Key responsibilities
Provide frontline support by phone, email, and chat within agreed SLAs
Log, triage, and document every request accurately in a ticketing system
Troubleshoot and resolve hardware, software, and account issues
Build, configure, and maintain our Standard Operating Environment (SOE), the standardised desktop setup we deploy to customers
Test new product releases and help with QA
Escalate complex or high-risk issues with clear context and next steps
Keep support documentation current and suggest ways to improve our processes
About you
Some hands-on IT support experience, whether from a help desk, a placement, or your own projects. Entry-level candidates who show strong aptitude are welcome.
Practical troubleshooting skills across Windows, macOS, Microsoft 365, and networking basics
Clear, jargon-free communication, written and spoken. You stay calm and courteous when a customer is frustrated.
The ability to juggle multiple tickets and prioritise based on urgency and impact
Care with detail, especially when handling customer data and access
IT qualification or certification (e.g. CompTIA A+, Microsoft MD-102/MS-900, Certificate III or IV in IT), or experience with ticketing system (nice to have)
Employment is subject to a Police Check
About us
For over 20 years, Cortech has provided products and services to customers. Our customers stay with us because our support team treats every call like it matters, and we give them the tools and training to do it well.
Please send your CV to info@cortechsystems.com.au