About upstream

Headquartered in Canberra, Australia, we've grown into a global force in technology services. As a Platinum monday.com Partner (3x APAC Partner of the Year), a Diamond HubSpot Partner, and a proud member of the Apple Consultant Network, we collaborate with top-tier cloud software providers to deliver exceptional solutions to businesses worldwide.

We bring people together energetic, honest, high achievers who challenge the norm and believe in making the impossible possible. Collaboration, curiosity and integrity fuel the way we work. From corporate to community, we deliver quality products and services - whatever is needed. Backed by smart systems, bold thinking, and the right people in the right roles.

With a distributed team across Australia, India, and the APAC region, we've championed remote work since 2015, cultivating a culture that values inclusivity, support, and a healthy work-life balance.

Position Overview

We are seeking a dedicated Technical Support Executive to provide exceptional support to employees, business operations and customers. This role involves assisting both customers and internal employees with hardware and software issues, ensuring a seamless technical experience.

This role is supporting Australian customers, and work hours are Monday - Friday 4:30am - 12:30pm IST.

Key Responsibilities

Internal Support

• Serve as the first point of contact for employees seeking technical assistance.
• Provide hardware/software support for internal employees.
• Assist with day-to-day support requests via phone, live chat, email, remote connection, and on-site visit coordination (on-site visit not required, as this role is remote).
• Assist in employee onboarding including activating user accounts

Business Operations and Support

• Configure, implement and maintain business workflows in dedicated applications
• Liaise with key stakeholders to implement business focused solutions
• Maintain and implement secure best practises within the company network

Customer Support

• Support customers using NBN and VoIP services. (Telecommunications)
• Support managed services customers by providing end user support
• Interact with end-users in a professional and helpful manner.
• Clearly communicate technical information to non-technical users.

Request Management

• Receive, validate, log, and troubleshoot requests.
• Escalate issues as necessary and keep stakeholders informed of request progress until resolution.
• Maintain and manage the ticket desk effectively.

Vendor Engagement

• Engage with third-party vendors to resolve technical problems.

Maintenance and Upgrades

• Perform hardware and software upgrades and routine maintenance tasks to ensure system functionality.
• Install, upgrade, and maintain hardware and software as needed.

Documentation

• Maintain accurate records of support requests and resolutions.
• Create documentation for common issues and solutions to enhance team knowledge.

User Training

• Conduct training sessions for end-users on basic IT functions.
• Help users understand and utilize technology effectively.

Collaboration

• Work closely with other IT professionals to resolve complex issues.
• Collaborate with different departments to understand their IT needs and provide tailored support.

Personal Attributes

• Customer-focused and service-oriented.
• Professional and approachable.
• Strong verbal and written communication skills.
• Reliable, organised, and self-motivated.
• Ability to remain calm under pressure.
• Positive attitude and willingness to learn.
• Committed to delivering high-quality support outcomes.

Key Performance Indicators (KPIs)

• First response and resolution times achieved within service level agreements (SLAs).
• Customer satisfaction ratings.
• Helpdesk ticket closure rates and quality of documentation.
• Internal staff satisfaction with IT support services.
• Telecommunications fault resolution efficiency.
• Compliance with operational procedures and security requirements.
• Contribution to continuous improvement initiatives.