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 [email protected]