Technical Support Officer (Casual)

Salary: $33.38 – $46.73 per hour

About us

Rush Broadband is a retail internet provider on the Gigafy wholesale network. We connect residents across 300+ apartment and community properties, more than 22,000 users, with fast activation, no lock-in contracts, and support that actually picks up. Our team is small, our standards are high, and we hold a 4.6-star Google rating because we look after people properly.

About the role

You'll be the first person our customers reach when they need to get connected, fix a problem, or change their plan. Most of the job is on the phones, with email and chat alongside. You'll own each interaction from hello to resolved, and you'll often be the person who works out why the Wi-Fi is dropping and puts it right.

Key responsibilities

• Answer inbound calls, emails and chats

• Activate new connections and guide customers through setup

• Diagnose, troubleshoot and resolve real Wi-Fi and connectivity faults, working through them methodically rather than guessing

• Use Winbox to connect to a customer's router, check interface and wireless status, DHCP leases, signal and logs, and run tools like ping and torch

• Read Wi-Fi environments: 2.4GHz versus 5GHz, channel congestion, interference, and the range-versus-speed trade-offs, and steer customers to the right setup

• Process plan changes, upgrades, downgrades and account updates

• Handle cancellations professionally and offer save options where they make sense

• Keep clear, accurate notes on every interaction so nothing falls through

• Escalate genuine network or Venue issues to the right team with the detail they need to act

About you

• Real technical aptitude and curiosity: you like understanding how things work and fixing them

• Working knowledge of home and apartment Wi-Fi: frequencies (2.4GHz / 5GHz), channels, interference, routers and access points

• Confidence using Winbox and RouterOS basics to diagnose customer devices, or the ability to pick it up fast with training

• A structured approach to problem solving: isolate the cause before reaching for a fix

• Understanding of networking fundamentals (IP addressing, DHCP, DNS), or the drive to learn them quickly

• Clear, friendly communication on the phone and in writing

• Strong attention to detail and disciplined note-taking

• The ability to stay calm and organised when it gets busy

• Contact centre, telco, IT support or help desk experience is a strong plus

Benefits

• A casual role with genuine hours and a team that has your back

• Onsite in Brisbane to start, moving to hybrid as your competency grows

• Paid under the Telecommunications Services Award (MA000041), Customer Contact Officer Level 1

• Proper training on our network, tools and systems, and a clear path into senior support and account management

• A small team where your work is seen and your effort matters