Support Technician Level 1
Optix Australasia · Burleigh Heads, Gold Coast QLD · onsite
About the role
Optix Australasia is seeking a motivated and technically minded individual to join our Operations team as a Support Technician Level 1. This is an entry-level technical role that provides hands-on support across customers, hardware configurations, vehicle telematics, logistics, installations, and troubleshooting. You will work alongside experienced technical professionals while supporting a range of technologies including GPS tracking, video telematics, fleet management systems, IoT devices, and vehicle safety solutions. The Support Technician Level 1 provides essential first-line technical support, logistics coordination, and basic installation assistance. This role supports a range of Company-supplied products that help customers implement and maintain effective safety programs within their organisations.
Key responsibilities
- Provide Level 1 support via phone, email, messaging platforms and ticketing systems
- Perform basic troubleshooting for hardware, software, connectivity, and installation-related issues
- Support the Installation Team by offering technical guidance and assistance
- Escalate complex or unresolved issues to Senior Support Technician, external vendors, or management
- Operate and maintain provisioning stations, FROOTI stations, test jigs, and backend tools (e.g., DriveCam, DOL)
- Perform device monitoring and generate routine operational reports
- Assist with warehouse activities, including provisioning, minor repairs, and hardware/component handling
- Monitor SIM/M2M portals, troubleshoot activation issues, and track data usage
- Coordinate RMAs and carry out basic hardware fixes where appropriate
- Work collaboratively with Accounts, Client Experience, PMO, Installations, and Technical/Product teams
About you
- Broad understanding of computer systems, software applications, networking, and device connectivity
- Ability to support and maintain hardware, software, networks, and communication systems
- Strong record-keeping and documentation skills
- Strong interpersonal skills and the ability to work with diverse stakeholders
- Competent troubleshooting and problem-solving abilities
- Interest in technology and willingness to learn new systems and tools
- Strong multi-tasking, prioritisation, and time-management skills
- Confident verbal and written communication skills
- Analytical thinking paired with practical solution delivery
- Proficiency with PCs and Microsoft Office Suite (Word, Excel, Outlook, etc.)
About us
Optix Australasia is a company that provides a range of products that help customers implement and maintain effective safety programs within their organisations. The Support Technician Level 1 works closely with the Senior Support Technician and Technical Services lead and reports to the Senior Operations Manager (APAC). This position is predominantly office-based in Burleigh Heads, with occasional travel.