Job Description
Technical Service Desk Lead — M2M & Mobile/Satellite Airtime
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This is a hands-on technical role, not a desk-bound management job. You'll be the most experienced person in a small support team, still doing the hard troubleshooting yourself while helping two or three others do theirs.
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The work sits at the intersection of M2M devices and mobile/satellite airtime services — a fairly specialised corner of telecoms, and one where genuine hands-on experience is hard to find. If you've spent real time inside Cisco Jasper or a similar M2M connectivity management platform, sorting out connectivity issues that span devices, carriers and IP networks, this will feel familiar.
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What you'll actually be doing:
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Personally working the complex and high-impact tickets through to resolution, not just assigning them
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Triaging incoming issues daily and directing them to the right person on a small team
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Chasing device vendors and airtime providers when something needs to move faster, and holding them to it
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Being the first point of contact when someone on the team gets stuck
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Getting involved early when a carrier changes a service or platform,



so the transition doesn't land badly on customers
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Working closely with Sales and Accounts so customers get one consistent story, not three different ones
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What you'll bring:
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An engineering background (Electronics,
Telecommunications,
Computer Networks, or similar)
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Around 8 years in technical support at L2/L3 level, including solid time specifically in mobile airtime, IP networks and M2M devices
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A few years leading or mentoring a small technical team — this is guidance and escalation support, not rostering and KPI management
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Real hands-on time in Cisco Jasper or an equivalent M2M platform
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Comfortable working across CRM/ITSM systems — Zoho experience is a plus
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Confidence dealing with multiple parties at once when an incident gets messy
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Nice to have, not essential: Zoho Desk experience, exposure to satellite services like Iridium or Viasat, a CCNA (or equivalent), or Palo Alto firewall experience.
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Melbourne-based role (or willing to relocate within 2 weeks), with 4 days a week in the office.
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📌 Technical Service Desk Lead --M & Mobile/Satellite Airtime (Victoria)
🏢 Team Employment
📍 Victoria