Desk Help

1 week ago

Noble Park North, Australia DreamIT Host Full time

**Location**: Melbourne (Noble Park North)

**Employment Type**: Full-Time | Permanent Role

**Working Arrangements**: Hybrid

**About DreamIT Host**

**The Opportunity**

**What you’ll do**

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
- 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)
- Cloudflare DNS/CDN configuration

This role also includes:

- 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.

**What you’ll bring**
- 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.
- Familiarity with SSL/TLS, Apache/Nginx/LiteSpeed, PHP configuration, and basic Linux/SSH.
- Experience supporting WordPress sites, backups (e.g., JetBackup), and migrations.
- Ticketing and chat platforms (e.g., Zendesk/Freshdesk, LiveChat/Tawk.to).
- ITIL awareness and comfort working to SLAs/incident workflows.
- Relevant certifications (cPanel Professional, CompTIA A+/Network+, Microsoft/Google) are a bonus.

You’re not expected to have 100% of these skills. At DreamIT Host, a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

**Why Join Us?**

**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**: Collaborative and supportive environment

**How to Apply**

Pay: From $65,000.00 per year

**Benefits**:

- Professional development assistance
- Work from home

**Experience**:

- Help desk: 2 years (required)

Work Authorisation:

- Australia (preferred)

Work Location: Hybrid remote in Noble Park North VIC 3174

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