Location
: Gold Coast
Employment
Type: Full-time / Part-time positions available
About Us
At InfiNET Broadband, we're passionate about delivering fast, reliable internet and exceptional customer service across Australia. As we grow, we're looking for a Level 1 / Level 2 Technician who thrives on problem-solving, working independently, and supporting customers with technical issues in a proactive, customer-focused way.
The Role
As a technician, you'll be the first point of contact for customers experiencing technical issues. You'll provide some remote support, but mostly troubleshoot connectivity problems, escalate complex cases where needed, and ensure every customer interaction leaves them feeling supported and confident.
This role is perfect for someone who:
• Works well autonomously with minimal supervision
• Is proactive and takes initiative to resolve problems
• Enjoys providing exceptional customer service while solving technical challenges
Key Responsibilities
• Provide Level 1 & Level 2 technical support for residential and business internet services (phone, email, and ticketing system).
• Diagnose and resolve issues related to internet connectivity, routers, modems, and network configuration.
• Escalate complex faults to Level 3 engineers or suppliers where required.
• Assist customers with service activations, installations, and general account support.
• Maintain accurate records of support interactions in the ticketing system.
• Proactively identify recurring issues and recommend improvements.
About You
• Previous experience in a Level 1 or Level 2 IT/network support role (ISP experience highly regarded).
• Solid understanding of network fundamentals (TCP/IP, DNS, DHCP, routing, switching).
• Experience troubleshooting routers, modems, and Wi-Fi connectivity.
• Strong customer service skills, patient, clear communicator and empathetic.
• Ability to work independently and manage multiple priorities.
• Proactive, solutions-focused mindset.
Desirable Skills (Not Essential)
• Experience with OptiComm, NBN, or other wholesale internet providers.
• Familiarity with CRM/ticketing systems.
• Basic knowledge of VoIP services.