Support Technician Level 1

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.