Do you thrive on solving complex tech challenges and being the go-to person when others need help?
In this role, you'll be the go-to problem-solver for complex incidents, high-priority service requests, and challenging changes. Working across everything from desktops and SaaS platforms to networking, cloud computing, telephony, and peripherals, you'll make an impact every day fixing issues fast, keeping clients happy, and helping the team lift their game.
About Orro
We're an Australian success story, now close to 500 people strong, delivering secure, end-to-end digital solutions across cloud, collaboration, cyber security, data services and network infrastructure, all backed by over 20 years of experience. Trusted by some of Australia's biggest brands, Orro leads the way in designing, building and operating digital infrastructure that delivers greater efficiency, agility, performance and resilience. Our solutions take the stress out of tech for more than 400 businesses and over 20 million Australians every single day.
Our mission? To create "future now" solutions making it faster, simpler and safer for people to access, store and share information, wherever they are and whoever they're with. But more than that, we know that real impact comes from connecting people, not just machines. That's why we take the time to understand our clients; how they work, what matters to them, and where they're headed so we can deliver not just what they need today, but what they'll need next.
With offices in Sydney, Melbourne, Canberra, Brisbane and Perth, and teams across New Zealand, the Philippines and the UK, Orro is known for delivering future-ready solutions, backed by deep expertise, genuine human insight and lasting partnerships.
What You'll Be Doing
Tackle a wide variety of technical incidents, service requests, and change activities, stepping in as the go-to expert when solutions need that extra level of skill and precision. From desktops and SaaS platforms to networking, cloud computing, telephony, and peripherals, take on a variety of technologies, making sure every fix is fast, accurate, and leaves the client smiling.
Technical Escalations & Support
* Provide advanced support to customers via email, phone, or onsite visits, resolving technical issues across hardware, software, networking, and cloud platforms.
* Take ownership of complex and high-priority incidents, ensuring timely resolution and exceptional customer experience.
* Collaborate with project and network operations teams to scope, plan, implement, and maintain infrastructure and software changes.
Team Guidance & Development
* Assist and mentor service desk team members to improve skills and technical capability.
* Deliver and review specialised training sessions for the service desk team.
Process, Communication & Documentation
* Communicate clearly, professionally, and effectively with clients, team members, and stakeholders to manage expectations and provide updates.
* Review and update documentation, including internal knowledge bases and user guides.
* Record all work in compliance with company policy and adhere to our Information Security Standards.
What You'll Bring
You're a technical problem-solver with a passion for delivering outstanding service and guiding others to success:
Essentials:
* Experience in a helpdesk or service desk environment with direct client interaction.
* Strong computing knowledge across common software, operating systems, hardware, and networking.
* Bachelor-level computing or IT degree and/or relevant industry certifications (e.g. Microsoft, CompTIA A+, ITIL, Cisco).
* Exceptional problem-solving skills with the ability to see beyond the immediate issue to long-term solutions.
* Strong written and verbal communication skills.
Bonus Points:
* AZ104 certification
Key Attributes
* Focus on Improvement – Continuously looks for ways to enhance processes, services, and outcomes, with a mindset of innovation and growth.
* Personal Effectiveness – Organised, accountable, and proactive in delivering high-quality work while adapting to changing priorities.
* Working with Others – Builds strong, collaborative relationships, communicates openly, and contributes positively to team success.
Even if you don't tick every box, don't let that hold you back. If this sounds like your kind of challenge, we'd genuinely love to hear from you
Why Orro?
At Orro, we're proud to support our people and the people who matter most to them in meaningful and inclusive ways. From public holiday swaps that embrace family and cultural diversity, to generous parental and caregiver leave, flexible work options, and company-wide mentoring, we're here to help you thrive at every stage of life. We also invest in the future through our Emerging Leaders Development Program, nurturing the next generation of talent from within. On top of that, you'll enjoy 3 days of paid volunteer leave each year, novated leasing, employee discounts, and full access to our wellbeing platform packed with expert fitness plans, nutrition tips, and tools to help you feel your best, inside and out.