Level 1 IT Support Officer

Level 1 IT Support Officer

Work With Australias Highest-Rated and Most Awarded Solar Company

Award-Winning Solar Installer 4.8 Google Rating 1000 Installations Known for our unmatched customer experience

Were looking for a Level 1 IT Support Officer to join our growing team at RESINC Solar & Batteries.

This is a hands-on fast-paced role where youll be the first point of contact for all technology and system support across the business ensuring our teams remain productive and operational at all times.

Working closely with our Business Systems Manager youll play a key role in service desk management onboarding system support and documentation helping drive efficiency and consistency across the business.

What Youll Be Doing

Service Desk & Support

• Monitor and respond to incoming support requests logging and prioritising tickets in line with SLAs
  
• Resolve standard user issues including access permissions and basic troubleshooting
  
• Escalate complex issues with clear documentation and context
  

Workplace Technology

• Provide support across laptops phones headsets and peripherals
  
• Troubleshoot connectivity and device-related issues to minimise downtime
  
• Coordinate with vendors where required for hardware or support issues
  

User Access & Onboarding

• Set up new starters with full system access from day one
  
• Manage permissions roles and access control
  
• Handle off boarding processes ensuring all access is revoked and equipment tracked
  

System & Admin Support

• Perform routine system updates and data corrections
  
• Monitor system alerts and proactively flag issues
  
• Support testing and rollout of system changes
  

Documentation & Process

• Maintain and update the IT knowledge base and SOPs
  
• Document all support interactions in line with ISO standards
  
• Contribute to improving processes and reducing repeat issues
  

Requirements

What Success Looks Like

• High percentage of tickets resolved within SLA (target 9095%)
  
• Fast response times (within 6090 minutes during business hours)
  
• Strong first-contact resolution rate
  
• Minimal backlog of unresolved tickets
  
• Accurate onboarding with all users ready from Day 1
  
• Positive internal feedback from team members on support quality
  

What Were Looking For

Must Have:

• 12 years experience in IT support service desk or similar
  
• Experience supporting end users across systems and devices
  
• Basic understanding of networking user access and troubleshooting
  
• Strong communication skills (especially with non-technical users)
  

Mid range (24 years experience) $65000 $75000 super

Nice to Have:

• Experience with CRM/ERP systems (e.g. Zoho or similar)
  
• Exposure to ticketing systems and remote support tools
  
• Experience with knowledge bases or documentation platforms
  

Youll Be Someone Who:

• Has a strong problem-solving mindset
  
• Stays calm under pressure and manages competing priorities
  
• Communicates clearly and professionally
  
• Has high attention to detail (especially with access and setup)
  
• Takes ownership and follows through to resolution
  

Benefits

Why Join RESINC Solar

• Join a fast-growing industry-leading solar company
  
• Work within structured systems and clear processes
  
• Gain exposure to modern business systems (Zoho suite internal tools)
  
• Be part of a supportive high-performing team environment
  
• Opportunity to grow within IT systems and operations