IT Support - Helpdesk Concierge

Salary: $55,000 – $75,000 per year

About TOIM Technology

TOIM Technology is a rapidly growing IT and cloud services partner headquartered in Tamworth, with offices in Newcastle, Dubbo and Moree. We service clients across regional NSW.

We’re an award-winning managed services provider, recognised in CRN’s Fast50 for three consecutive years. That recognition comes from our relentless pursuit of excellence, our commitment to doing what others won’t, and staying true to our values.

We’re a people-first team with a winning mindset for both our clients and our people. We’ve helped pioneer technology in remote Australia, including one of the few fully redundant cloud platforms and network aggregations outside metro markets.

If you’re passionate about people and technology, you’ll get exposure to industry-leading innovation right here in regional Australia.

The role

As a Help Desk Concierge, you’ll be the friendly first point of contact for clients. No two days are the same — you’ll support a broad mix of client environments, solve real problems, and help customers feel confident and cared for.

You’ll thrive in this role if you:

• enjoy speaking with people on the phone
• stay calm under pressure
• love solving problems
• bring positive energy to a team
• genuinely care about customer outcomes

What we’re looking for

• A genuine desire to deliver an exceptional customer experience
• Confidence and a calm manner on the phone
• Strong problem-solving and lateral-thinking skills
• A team-first mindset with a “get it done” attitude
• Someone who challenges the norm and keeps improving
• High energy and motivation
• A real interest in people and technology

First 90 Days – What Success Looks Like

Month 1: Foundation

· Complete onboarding and systems training

· Learn TOIM service standards, ticket workflows and communication expectations

· Shadow experienced engineers on client interactions

Month 2: Build Momentum

· Independently handle common Level 1 support requests

· Deliver clear, timely updates to clients

· Build confidence across core platforms and tools

Month 3: Make an Impact

· Own your ticket queue and consistently meet service standards

· Contribute to team improvement through better documentation and process ideas

· Support excellent client outcomes and satisfaction metrics

What you’ll get

• A team culture other workplaces aspire to
• Exposure to diverse technologies across:
• Private Cloud
• Networking
• Cyber Security
• Unified Communications
• Microsoft 365

• Rostered day off for your birthday

• Flexible working environment

• $1,000 home office tech bonus

• Generous bonus and incentive plans

• Clear career progression pathways

• Paid training and ongoing professional development

• Referral bonus for new client business

Salary

Competitive salary + super + performance incentives (based on capability and progression milestones).

The “secret sauce” (tell us in your cover letter)

We’d love to hear about one or more examples of when you:

• did whatever it took to get the job done
• went above and beyond to help someone
• overcame adversity when things went wrong
• created a memorable client experience they never forgot

Non-negotiables (or willingness to obtain)

• Valid Working With Children Check
• Recent National Police Check
• Valid NSW driver licence

How to Apply

· Send your resume

· Include a short cover letter with one ‘secret sauce’ example

· Add your earliest available start date

· Include your preferred location (Tamworth, Newcastle, Dubbo or Moree)