IT Support Technician

About us:

SKUTOPIA is a fast-growing Australian Technology Driven third party logistics Company (3PL). We’re building innovative ecosystems that power the booming e-commerce industry. Our team is driven to create innovative products, a sustainable planet and society, and on a mission to democratise and decarbonise logistics.

At SKUTOPIA, we offer unique products that are revolutionizing the e-commerce industry. Our SaaS solution empowers businesses to efficiently manage orders, inventory, shipping, and warehousing across multiple storefronts. Our RaaS (Robotics as a Service) solution, a testament to our deep technology focus, enables merchants to fulfil online orders at unprecedented speed and quality, leveraging our in-house software, AI, and computer vision technologies.

About The Role

As a Level 1 IT Support Technician, you will provide technical assistance, such as setting up new employees, troubleshooting software or hardware issues, printer, bluetooth or wifi issues, to internal employees within the SKUTOPIA offices, our members in our co-working space and ensuring our tech equipment is operating within our robotic fulfilment centre. 

This role involves working in a fast-paced startup environment with a wide range of stakeholders across the business. You will play a crucial role in ensuring the smooth operation of our company's technology infrastructure and assisting employees in resolving their IT-related queries.

In this role you will:

• Provide first-line technical support: Respond to incoming support requests from end-users via our ticketing system. Assist users in troubleshooting and resolving technical issues related to hardware, software, network connectivity and other IT systems.
• Respond to incoming support requests and prioritise tasks based on urgency and impact on end-users.
• Support users in accessing and using corporate email, collaboration tools, and other business applications.
• Provide AV support for on-site meeting rooms and internal events.
• Owning the onboarding/offboarding process: Set up user accounts, password resets, and access permissions. Install and configure software applications on end-user devices. 
• Perform system administration tasks: routine maintenance tasks such as backups, system updates, and installing patches.
• Being responsible for asset, device and password management.
• Application training and creation of associated documentation.
• Write clear and comprehensive documentation: Accurately record and document support interactions and activities in the ticketing system. Maintain detailed records of troubleshooting steps, resolutions, and other relevant information. Along with contributing to our knowledge base.
• Escalate complex issues: Identify and escalate technical problems that require further expertise or resolution beyond the Level 1 scope to the appropriate external support.
• Keep up-to-date with the latest IT technologies, trends, and best practices.

We think you will need:

• Technical knowledge: Good understanding of computer hardware, software, operating systems, and network fundamentals, including in cloud-based environments. Familiarity with Google Workspace, Slack, Jumpcloud and Cisco Meraki is a bonus but not essential. 
• Problem-solving skills: Ability to analyse and diagnose technical issues, identify root causes, and propose effective solutions. 
• Strong troubleshooting skills, communication and attention to detail.
• Customer service orientation: Excellent interpersonal and communication skills, with a customer-centric approach. Patience, empathy, and the ability to handle challenging situations professionally.
• Time management: Strong organisational skills to prioritise tasks and manage multiple support requests simultaneously. Ability to work under pressure and meet deadlines.
• Documentation skills: Proficiency in documenting support interactions, troubleshooting steps, and resolutions.
• Professionalism: Commitment to providing high-quality support services and the ability to maintain confidentiality and handle sensitive information appropriately.

When you join us, you’ll be an important pillar of a rapidly growing startup. From day one you will be challenged to take risks, think big and make an impact while getting lots of love and support from the team. With our expected growth over the next 12 months, this is a role with plenty of breadth and variety where you can grow with us and be proud of what we achieve together.

We proudly welcome people from all diverse backgrounds. When you join SKUTOPIA, we want you to bring your whole self to work and we value your unique contribution.

What's next?

If you're keen to find out more, apply now with your resume and we'll be in touch soon to schedule an initial screening call where we will walk you through the recruitment process. Usually, we kick things off with a “getting to know you” interview, then we’ll ask you to tackle a take-home challenge or case study, and wrap it up with a final interview.

Still on the fence?

We know that statistically, some groups are less likely to apply for a role than others, depending on their perception of whether they meet some or all of the criteria. If you have most of the things we're looking for, we encourage you to apply!