!IMPORTANT!
To apply for this position please upload your resume using SFTP. Only applications submitted this way will be considered.
SFTP Address: resume.bitsgroup.com.au
Username: apply
Password: ksE7THgLgLMUPXY8
Copy your resume to the \"drop-here\" folder. Please note once uploaded the document will disappear.
Who we are
BITS Technology Group is an award-winning IT & Cyber Security solutions, specialising in secure technology platforms for organisations experiencing rapid growth. We partner with ambitious business owners, boards, and managers in industries such as Not-for-Profit, Aggregator, Construction, Professional Services, and Engineering, helping them scale and automate their operations while maintaining robust cyber security.
When you join BITS, you'll be part of a curious, collaborative team committed to making a real impact. Our clients are typically businesses with 20–100 users and multiple sites across South-East Queensland, Australia, and New Zealand.
Our Core Values
At BITS Technology Group, our core values are very important to us. They're the principles that guide our decisions, shape our culture, and define who we are as a team. These five values define who we are:
* Genuine Relationships – Trusted Connections
We build real, lasting relationships with clients, vendors, and each other through trust, respect, and authenticity.
* Drive & Encourage the Journey to Success
We are motivated, proactive, and committed to supporting the success of both our clients and our team.
* Consistent Quality – Exceeding Expectations
We take pride in delivering reliable, high-quality outcomes and consistently aiming above the standard.
* Authentic & Effective Communication
We communicate clearly, honestly, and with purpose, without unnecessary jargon or confusion.
* Future Ready – Beginning Today
We think ahead, act proactively, and implement cutting-edge solutions today that prepare our clients and our team for tomorrow.
These values must resonate with you. We hire, review, reward, and recognise our team members based on how well they embody these principles. We're looking for the right person, so if you're reading this list and thinking \"That's me\", then we can't wait to meet you!
Why BITS?
We're passionate about creating an environment that is enjoyable, fulfilling, and supported by a strong team culture and great employee benefits.
Innovative Atmosphere
Technology never stands still, and neither do we. At BITS, you'll be part of a forward-thinking team that embraces innovation and challenges the status quo to deliver smarter solutions.
Flexible Working Arrangements
We know balance matters. With hybrid options and flexible schedules upon passing your probation, you can structure your workday to support both productivity and your personal life.
Social Events
We believe work should be rewarding and fun. From team lunches to quarterly events, our social calendar keeps us connected and engaged outside the office.
Employee perks!
A great workspace deserves great perks. From a range of coffee options to keep you energised, to craft beer on tap for celebrating team wins, we've got you covered. You'll also find fresh fruit and seasonal snacks available in the office.
But that's not all:
· Home Internet Paid
· Gym Membership Options
Enhance your skills
Your growth is our priority. We provide access to training, certifications, and mentorship programs so you can continually expand your skills and progress your career. Time allotted during business hours as well as a bonus upon completion.
Collaborative Relationship
We work with our clients, not just for them. Join a team that values open communication, transparency, and building strong partnerships inside and outside the business
We are looking forward to adding another member to our growing support team.
Service Desk Technician (Level 1)
BITS Technology Group is looking for a client-focused Level 1 Client Support Technician to join our service team.
This role is ideal for someone who is enthusiastic about technology, enjoys helping people, and wants to build a career in IT support. As a Level 1 technician, you will be the first point of contact for clients experiencing day-to-day IT issues, resolving common problems quickly and professionally, and escalating more complex issues when required.
You'll be working under close supervision, following documented procedures and checklists to ensure consistent service delivery. Success in this role comes from a genuine desire to help clients, a willingness to learn, and a positive attitude when working with both clients and team members.
Occasional overtime may be required to resolve urgent client issues when needed.
What success looks like in this role:
* Delivering excellent client experiences through clear, professional, and helpful support
* Resolving common Level 1 issues efficiently, accurately, and on first contact wherever possible
* Logging tickets accurately and maintaining clear records of all support interactions
* Escalating issues appropriately and supporting smooth ticket flow within the team
* Contributing to a more consistent, scalable, and proactive service desk function
* Demonstrating a genuine willingness to learn and grow within the IT support field
Key responsibilities:
* Provide Level 1 technical support to clients via phone, email, and remote tools, resolving common issues such as password resets, printer problems, and basic software errors
* Accurately log and manage service requests in the ticketing system, following documented procedures and escalating tickets when issues exceed Level 1 scope
* Assist with creating, modifying, and disabling user accounts in accordance with company policies and security protocols
* Use remote monitoring and management (RMM) tools to perform basic diagnostics and support tasks under supervision
* Maintain clear and concise records of support activities, resolutions, and escalations, contributing to internal knowledge bases where appropriate
* Keep clients informed of ticket progress and resolution timelines, communicating professionally and with empathy at all times
* Work closely with other technicians and service desk staff to share knowledge and ensure consistent support delivery
* Maintain a strong focus on client satisfaction, communication, and timely follow-up
Required experience:
* 0–1 years of experience in an IT support, helpdesk, or customer service environment (recent graduates welcome)
* Basic familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive)
* Strong communication skills and a professional, empathetic approach to client interactions
* A genuine interest in technology and a strong willingness to learn and develop technical skills
* Ability to follow documented procedures and checklists consistently and accurately
* Reliable, punctual, and able to work effectively under supervision as part of a team
* Valid work visa or authorisation to work in Australia required
Desirable experience:
* CompTIA A+ certification (or currently studying)
* Basic awareness of ITIL concepts or structured service desk processes
* Experience using ticketing systems or helpdesk software
* Prior experience in a customer-facing or phone-based support role
* Basic awareness of cyber security practices and safe computing habits
Pay Bracket $58,350-$68,000
* Meeting base KPIs, fulfilling the role - $58,350
* Surpassing base KPIs, high level of client satisfaction, assisting fellow team - $58,350-$68,000 (measured quarterly)
!IMPORTANT!
To apply for this position please upload your resume using SFTP. Only applications submitted this way will be considered.
SFTP Address: resume.bitsgroup.com.au
Username: apply
Password: ksE7THgLgLMUPXY8
Copy your resume to the \"drop-here\" folder. Please note once uploaded the document will disappear.