L1 Service Desk Technician – Industrial Automation

L1 Service Desk Technician – Industrial Automation (AU CLIENT) Direct message the job poster from STAFF X - Outsourcing and Offshoring Our client is a leading Australian provider of automation and robotics solutions, with more than 30 years of experience delivering systems that transform manufacturing and industrial operations. They work across sectors including food & beverage, pharmaceuticals, renewables, construction materials, and FMCG — helping businesses lift efficiency, quality, and competitiveness. With complete in-house expertise in engineering, software, and controls, the team delivers highly customized solutions and long‑term support. At their core is a commitment to innovation, sustainability, and collaboration. The Role The role serves as the first point of contact for client support requests, managing inquiries via phone, email, and ticketing systems. The position is responsible for guiding clients through machine fault recovery using structured scripts, documenting all interactions, and assessing the criticality of cases. It requires escalating complex issues to higher support tiers, monitoring open cases for timely resolution, and providing regular client updates. The role also involves maintaining strong knowledge of client systems and products, contributing to the improvement of recovery scripts and documentation, and participating in a 24/7 rotating support roster, including nights, weekends, and public holidays. Key Responsibilities Act as the first point of contact for client support requests through phone, email, and ticketing system. Follow structured recovery scripts step‑by‑step to guide clients through machine fault resolution via onsite HMIs. Document all support interactions, recovery steps, and client communications in the service management system. Assess and classify support cases based on criticality and business impact. Escalate unresolved or complex issues to Tier 2 or Tier 3 in line with the client's escalation protocols. Monitor open cases to ensure timely resolution and provide updates to clients. Maintain familiarity with client systems, recovery procedures, and the client's product portfolio. Contribute to the continuous improvement of recovery scripts, service documentation, and knowledge base. Participate in 24/7 rostered support shifts, including nights, weekends, and public holidays as required. About You You have a solid foundation in industrial automation and control systems, with strong problem‑solving skills and a professional, client‑focused approach. You’re comfortable working through technical processes, guiding clients clearly and calmly, and documenting every detail with accuracy. You’ll bring Basic technical understanding of control systems, HMIs, and industrial automation environments Strong problem‑solving ability with a methodical approach to working through scripted processes Excellent communication skills to guide clients step by step in a calm and clear manner Experience in a service desk, help desk, or technical support role (preferred) Familiarity with ticketing systems and IT/OT support workflows Ability to assess issue severity, prioritise under pressure, and elevate when required Strong attention to detail and commitment to accurate documentation Exposure to PLC, SCADA, or robotics systems Certificate or diploma in Information Technology, Mechatronics, or Industrial Automation Experience in manufacturing, industrial, or engineering environments Knowledge of ITIL or other service management frameworks Seniority level Mid‑Senior level Employment type Full‑time Job function Engineering and Manufacturing Industries Outsourcing and Offshoring Consulting Pasig, National Capital Region, Philippines 3 weeks ago #J-18808-Ljbffr