Technical Support Officer

About Transmax

Transmax is an Intelligent Transport Systems (ITS) solutions provider and creator of the award‑winning STREAMS® platform, supporting traffic management centres across Australia to move millions of commuters and freight more safely and efficiently each day.

Driven by improved outcomes for communities, we’re building the next generation of STREAMS, a modern, cloud‑based platform designed to support safer, smarter and more sustainable transport networks.

About the Team

As part of the Delivery group, you’ll join a collaborative Technical Support team working closely with Application Services, Infrastructure, Software Development and Site Reliability Engineering.

The team plays a critical role in maintaining service continuity, combining technical expertise, structured processes and responsive communication to ensure reliable system performance and efficient issue resolution.

About the Role

We’re seeking a Technical Support Officer to deliver frontline and escalated support to Transmax customers, ensuring timely incident resolution and clear communication throughout the support lifecycle. You’ll act as a key link between customers and internal teams, triaging issues, coordinating responses and contributing to the ongoing reliability of customer systems.

This is a hands-on, fast-paced environment where teamwork, knowledge sharing and continuous improvement are key.

What You’ll Do

• Provide application, infrastructure and software support via phone and email.
• Act as an escalation point for complex issues, supporting diagnosis and resolution.
• Log, classify and prioritise tickets in line with SLA requirements.
• Monitor system health, respond to alerts and perform preventative maintenance.
• Complete scheduled tasks including system checks, patching, testing and upgrades.
• Support system deployments and platform updates.
• Collaborate with internal teams to resolve incidents and improve service outcomes.
• Maintain and improve operational documentation and procedures.
• Contribute to customer reporting and continuous improvement initiatives.
• Participate in an on-call roster to support after-hours customer needs.

What You’ll Bring

Experience & Technical Capability

• 2+ years’ experience in IT or technical support, with hands-on troubleshooting across systems and applications.
• Experience with ITSM tools and maintaining documentation.
• Strong knowledge of Windows Server, with exposure to Linux environments.
• Familiarity with monitoring tools, system maintenance and upgrades.
• Exposure to AWS, VMware, Veeam, databases, Active Directory or Atlassian tools (desirable).
• Experience in ITS or similar integrated environments (desirable).

Skills

• Strong problem solving and communication skills.
• Ability to manage competing priorities in a fast-paced, customer-focused environment.
• Self-motivated, with the ability to work independently and support others.

Qualifications

• Tertiary qualification in Engineering, Information Technology or equivalent experience. ITIL certification (v3 or v4) is desirable.

Why Join Us?

At Transmax, we offer more than a role – we offer a career with impact.

• Competitive salary and benefits.
• Hybrid work model.
• Continuous learning opportunities.
• A high-trust, empowering culture that values diversity, inclusion, and sustainability.

Ready to Apply?

Your next career chapter is waiting for you at Transmax. If you’re interested, please apply by submitting your CV and a brief cover letter outlining your experience and suitability for the role. We’d love to hear from you!

If there are any adjustments that need to be made to ensure you have an equitable experience in our recruitment process, please advise us when scheduling your interview.

Successful applicants will be subject to a National Criminal History and Qualification checks.

Applicants must hold full Australian working rights. We are unable to offer any visa sponsorship for this opportunity.

We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.