Level 1 IT Support Officer Work With Australia’s Highest-Rated and Most Awarded Solar Company Award-Winning Solar Installer | 4.8 ⭐ Google Rating | 1,000 Installations | Known for our unmatched customer experience Newstead Head Office (Brisbane-based role) Full-time | Monday–Friday | 8:00am – 4:00pm The Opportunity We’re 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 you’ll 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 , you’ll play a key role in service desk management, onboarding, system support, and documentation, helping drive efficiency and consistency across the business. What You’ll 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 90–95%) Fast response times (within 60–90 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 We’re Looking For Must Have: 1–2 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) Entry level (0–2 years experience) $55,000 – $65,000 super Mid range (2–4 years experience) $65,000 – $75,000 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 You’ll 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
