Level 1 Support Engineer – Help Desk

About the role

As a Level 1 Support Engineer at CommBox, you will be the first voice customers hear when they need assistance. You’ll handle routine technical queries, guide users through common issues, and gain hands‑on experience in a fast‑growing Australian tech company.

Key responsibilities

• Respond to customer questions via phone, live chat, or ticketing system.
• Log and categorise support requests accurately.
• Resolve common issues using step‑by‑step guides.
• Escalate complex problems to the Level 2 team with detailed notes.
• Identify recurring questions and help improve the knowledge base.

Required profile

• 0–2 years experience in IT, helpdesk or customer support (graduates welcome).
• Basic understanding of operating systems and web browsers.
• Strong troubleshooting instincts and clear communication skills.
• Ability to lift screens (medical screening required) and hold a driver’s licence (P‑plate acceptable).

Required skills

• Familiarity with Windows and macOS operating systems.
• Experience using web browsers such as Chrome.
• Exposure to support tools like Hubspot, Zendesk, Jira Service Management or Freshdesk (any one is a plus).

What we offer

• On‑site role in Warriewood (must reside in Northern Beaches or Northern Sydney).
• Supportive team focused on learning and career progression.
• Regular team lunches, off‑sites and good coffee.
• Opportunities to advance to Level 2 or Level 3 positions.