ICT Support Specialist (Remote)

Job Description This is a remote position. About C9 Communications At C9 Communications, business is about creating connections. We aren’t just another telco; we are a "human-first" technology partner providing end-to-end IT, Voice, and Network solutions across Australia. From our next-gen C9X unified communications to enterprise-grade cloud services, we help businesses level up their IT from "zero to hero." We are looking for an ICT Support Specialist who is as passionate about people as they are about technology. If you have a sharp technical mind and a witty, engaging communication style, you’ll fit right in. The Role As our ICT Support Specialist, you will be the front line of our "All-Australian" support promise. This is a remote role where you’ll manage a variety of technical challenges—from troubleshooting VoIP issues on our C9X platform to managing cloud connectivity. You won’t just be closing tickets; you’ll be building trust with our clients by providing "uber-dedicated" service. Key Responsibilities • Technical Troubleshooting: Provide Tier 1 & 2 support for Voice (IP systems), Internet (nbn™/Fibre), Mobile, and Managed IT services. • C9X Champion: Act as the subject matter expert for our C9X unified communications solution, assisting clients with setup, provisioning, and feature optimization. • Provisioning & Porting: Handle complex porting processes with care, ensuring minimal impact on client business operations. • Client Onboarding: Conduct remote training sessions to ensure clients are comfortable and equipped with their new tools. • Collaboration: Work closely with our dedicated Account Managers and Tier 1 partners (AAPT, Vocus, Optus, Telstra, etc.) to resolve high-bandwidth and network connectivity issues. • Documentation: Keep our internal knowledge base updated with the latest fixes and "hero" moves. Requirements Who You Are • A Natural Communicator: You can explain complex cloud jargon in a way that’s easy to understand. You’re professional, but you know how to bring a touch of wit and personality to your interactions. • Problem Solver: You don’t just follow a script; you look at the "unique business requirements" of every client to find the best-tailored solution. • Tech-Savvy: You have a solid grasp of VoIP, SIP trunking, cloud infrastructure, and network protocols. • Remote-Ready: You are self-motivated, disciplined, and comfortable working in a fully remote environment while staying connected to the team. Experience & Requirements • Proven experience in an ICT Support or Help Desk role (Telco experience is a major plus). • Familiarity with Australian telecommunications networks and providers. • Strong understanding of Windows/Mac environments, Microsoft 365, and Cloud Services. • Ability to work Australian business hours (AEST/AEDT). Why Join C9? • Remote Flexibility: Work from your own space while supporting a national network. • Innovation-Led: Work with the latest frontier in telephony and future-ready connectivity. • Human Culture: We value natural engagement over corporate drones. You’ll be a valued part of a team that celebrates milestones and "human-first" connections. Benefits How to Apply Ready to level up your career and join the frontier of future-ready connectivity? Please send your resume and a brief cover letter (tell us why you're a great fit!) to: [email protected] A Quick Note for Applicants At C9 Communications, we value natural engagement and personality. We encourage you to ditch the "corporate drone" tone in your application—we want to see the human behind the tech!