ICT Customer Support Officer

Job Type: Permanent position | Full time position Job Description Position: ICT Customer Support OfficerPosition Type: Full TimeSalary: $75,000 - $80,000 p/a plus SuperEmployer Name: Radius Fleet Services Pty LtdA.B.N. Job Location: Suite 2/424 Warrigal Rd, Heatherton, VIC, 3202, AUSTRALIAAdvertising Period: 28 days Please include Reference: J1437-Workforce in the Subject Line and email all applications and CV to *****@jobsource.net.au Summary Our client Radius Fleet Services Pty Ltd is seeking to add an ICT Customer Support Officer to its growing telematics team, supporting fleet customers across Australia. Established in 1990, our client delivers innovative global vehicle tracking, dash cam and connected fleet solutions, helping over 450,000 businesses improve efficiency, safety, compliance and overall productivity worldwide each day. As part of a global telematics and insurtech group, our client provides end-to-end vehicle tracking, dash cam and asset monitoring solutions that scale from small operators to complex national fleets. Their mission is to help customers navigate the energy transition, harness real-time data and enhance safety, compliance and cost control across every vehicle and asset they manage. The typical job responsibilities will include, but are not limited to the following: Respond to incoming customer calls and emails, providing professional first‑line technical support. Log and update customer issues accurately in ticketing systems for ongoing tracking and resolution. Diagnose and resolve telematics hardware, software and GPS tracking issues via phone, email and remote tools. Perform root cause analysis using device logs and system data to prevent recurring incidents. Test and verify telematics hardware prior to dispatch, ensuring quality, reliability and correct configuration. Coordinate with installers and third‑party partners to validate device installations and resolve onsite issues. Guide customers through self‑installation processes, providing clear step‑by‑step technical instructions when required. Liaise between software, hardware and sales teams during escalations to ensure timely customer outcomes. Assist in configuring user accounts, access permissions and profiles across supported applications and platforms. Monitor system performance, run standard diagnostics and escalate complex incidents to higher‑level support. Maintain and update technical documentation, product literature and knowledge base articles for internal and customer use. Provide user training, guidance and education on fleet management platforms, dashboards and reporting tools. Contribute to continuous improvement of service desk processes to enhance customer satisfaction and first‑contact resolution. Applicants must meet the following minimum requirements to be considered for the role: Suitable ICT qualification or equivalent experience in computer science, information technology or a closely related technical discipline. Experience with Salesforce, JIRA, Kinesis Pro, Radius Velocity, CanTrack, VSS, Connect Track, Digital matter is preferred. Proven experience in ICT customer support or helpdesk roles, ideally within telematics, fleet management or similar technical environments. Strong skills in troubleshooting hardware, software and network issues, including GPS tracking devices and related fleet management platforms. Demonstrated ability to manage tickets, prioritise workloads and achieve high first‑contact resolution in fast‑paced support settings. Confident communicator with excellent spoken and written English, able to explain technical issues clearly to non‑technical customers. Experience collaborating with cross‑functional teams, including installers, engineers and sales, to resolve escalations and deliver integrated solutions. Solid understanding of networking fundamentals, operating systems and user account management across Windows, macOS and other common platforms. Proven capacity to analyse device logs and system data, identifying root causes and implementing preventative corrective actions. Please include Reference: J1437-Workforce in the Subject Line and email all applications and CV to *****@jobsource.net.au #J-18808-Ljbffr