DreamIT Host is an Australian-owned hosting provider trusted by thousands of businesses for fast, secure, and reliable web and email hosting. We’re growing and looking for a customer-first Service Desk professional who enjoys solving problems, simplifying the technical, and delivering outstanding support.
As a Service Desk and Customer Support Specialist, you’ll be the first point of contact for our customers via ticket, live chat, and phone. You’ll resolve a broad range of queries—from account and billing questions to troubleshooting web and email hosting—while collaborating with our engineering team on more complex cases.
Key Responsibilities
Be the front line for customer support across tickets, chat, and phone, delivering clear, friendly, and timely help.
Troubleshoot common hosting issues, including:
- cPanel/WHM and basic Linux hosting tasks
- DNS records (A, CNAME, MX, TXT) and email authentication (SPF, DKIM, DMARC)
- Email deliverability, SMTP/IMAP/POP setup, and blacklist/RBL lookups
- SSL/TLS (AutoSSL, Let’s Encrypt), redirects, and mixed content
- Website errors and performance (500/403/404, PHP versions/modules, .htaccess, file permissions)
- WordPress basics (plugin/theme conflicts, caching, staging, backups/restores)
- FTP/SFTP, database access (phpMyAdmin/MySQL)
Handle general account and billing queries (plan changes, provisioning, cancellations) and follow policy accurately.
Triage and prioritise incidents, escalate effectively to Level 2/3, and keep customers informed with clear updates.
Create and improve knowledge base articles, macros, and internal documentation.
Requirements
Proven experience in a service desk/helpdesk or customer support role.
Excellent written and verbal communication; you can translate technical issues into plain language.
Strong troubleshooting mindset and a calm, customer-centric approach.
Ability to manage multiple tickets/chats, prioritise, and follow through to resolution.
Hands-on experience with web and email hosting (cPanel/WHM, Plesk, WHMCS).
Practical DNS and email deliverability knowledge (SPF, DKIM, DMARC; RBL checks).
Familiarity with SSL/TLS, Apache/Nginx/LiteSpeed, PHP configuration, and basic Linux/SSH
Experience supporting WordPress sites, backups (e.g., JetBackup), and migrations
Email client setup for Outlook, Apple Mail, mobile; MX changes
Ticketing and chat platforms
ITIL awareness and comfort working to SLAs/incident workflows
Relevant certifications are a bonus
What We Offer
Impact : Be part of a growing team that values your expertise.
Flexibility : Hybrid work model-balance office days with remote work.
Growth : Continuous learning opportunities in hosting and infrastructure.
Team Culture : Team-oriented and supportive environment
DreamIT Host is an equal opportunities employer and welcome applications from all qualified candidates.
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📌 Desk Help / Customer Support Specialist
🏢 DreamIT Host
📍 Melbourne