IT Help Desk/ Technical Solutions Team Member

Careers: IT Help Desk/ Technical Solutions Team Member IT Help Desk/ Technical Solutions Team Member

• Employment Type: Full-Time - Shift Work

Job Summary:

The IT Help Desk / Technical Solutions Team Member at PopUp WiFi is a key role that exists at the intersection of network management, customer service, logistics, and technical support. You will be responsible for configuring, managing, and troubleshooting networking equipment, providing exceptional customer support, and coordinating the logistics of PopUp WiFi units to ensure timely delivery and performance. The role also includes hands on technical tasks, cloud service management, and collaboration with internal teams to meet customer and operational needs.

Key Responsibilities: Network Management:

• Configure, manage and monitor network equipment to ensure optimal performance and system integrity.
• Collaborate with Senior Network Engineers to ensure all networks are appropriately supported.
• Create and manage network profiles for clients ahead of deployments.

Troubleshooting and Systems Support:

• Diagnose and resolve hardware, software, and network issues to maintain operational efficiency.
• Manage and support operating systems, including Windows and Linux.
• Leverage cloud platforms like AWS to optimise services and integrate automation through scripting languages (Bash, Python).

Customer Support:

• Respond promptly and professionally to customer inquiries, providing technical assistance, quotes, and logistics updates.
• Deliver a positive customer experience by managing expectations and offering timely resolutions.
• Monitor client networks proactively and communicate with on-site contacts.

Logistics Coordination:

• Coordinate logistics and shipments of PopUp WiFi units in Australia and the US, working with third-party warehouses and freight companies.
• Manage and monitor US logistics using our proprietary tools.
• Handle basic logistics tasks such as inventory management and shipping coordination.

Technical Skills and Development:

• Participate in the building and maintenance of PopUp WiFi units, leveraging hands on technical skills.
• Undertake training and certification, including Peplink Certification, as a priority.
• Engage in basic 3D printer training and monitor 3D printing tasks as directed.

Administrative Duties:

• Perform routine administrative tasks.
• Minimum one year experience in IT Support and/or an Australian Cert II, IV or Diploma in IT.
• Experience in network management, cloud services, and customer support.
• Familiarity with logistics and inventory management.
• Strong troubleshooting skills
• Excellent written and spoken communication skills and a customer-focused attitude.

How To Succeed In This Gig

• Surprise and delight our clients.
• Get on board with our obsession with providing incredible customer experiences.
• Remember that what we do matters. When we do our job well, small businesses, freelancers, artists, community groups and individuals genuinely benefit in real ways.
• Stay organised and manage your time well.
• Work to develop honest and positive relationships with our clients.
• Be helpful in your outlook and actions.
• Keep your technical and product knowledge up to date.
• Participate in training and show leadership in seeking the skills you need to perform at your best.
• Ask for help when you need it.
• Have an interest in technology as it relates to event production and networking technology.
• Be effective and timely in collaborating with our global team online.
• Share your ideas and observations honestly to enhance our products and services.
• Have an understanding and enjoyment of events culture - high-speed, lean, ever changing and usually unglamorous.

1. The Position

1.1. You will commence work on a date to be mutually agreed upon.

1.2. Your employment will be permanent with varying hours as part of a rotating 24 hour roster for a total of 38 hours per week.

1.3. You will primarily be required to perform your duties at the PopUp WiFi office in Hobart CBD or elsewhere as reasonably directed by the employer.

1.4. You will report to the founding team.

1.5. You will be eligible for 4 weeks of paid annual leave.

2. Terms and Conditions of Employment

2.1. The terms and conditions of your employment will be those set out in the CLERKS-PRIVATE SECTOR AWARD 2020 MA000002 . This includes, but is not limited to, the National Employment Standards in the Fair Work Act 2020. Neither the CLERKS- PRIVATE SECTOR AWARD 2020 MA000002 nor any applicable legislation are incorporated into your contract of employment.

2.2. If you decide to end your employment with us, you will be required to provide 4 weeks' written notice.

3. Probationary Period

3.1. A six-month Probationary Period will apply to this role with regular reviews during this period. During this time, you will receive advice, training and guidance to help you become familiar with, and competent in performing the work you have been appointed to do. The appointment is subject to the satisfactory completion of the Probationary Period which itself is subject to termination during any stage, by either party, upon (two week's notice in writing), or by payment in lieu of notice.

4. Remuneration

4.1. This is a salaried position. Your starting salary will be $75,000 p.a. + super, to be reviewed at the end of the six month probation period. This salary accounts for the shift loading.

4.2. Your remuneration will be reviewed annually and may be increased at the Employer's discretion.

4.3. You will be supplied with a current model laptop and phone (to remain the property of PopUp WiFi).