Technical Support & Warranty Coordinator

About ASI Solutions

ASI Solutions is an Australian-owned technology partner focused on making lives easier through agile, reliable technology at scale. For nearly 40 years, ASI has supported education, government, and commercial organisations as technology environments have grown more complex and more critical to performance. Our approach is practical and outcomes-led. We take the time to understand what matters to each organisation before designing and delivering right-sized, de-risked solutions across managed services, cloud, security, data and AI, and digital skills. With national capability and local delivery teams, ASI helps customers move forward with clarity and confidence.

What you’ll be working on

We have an opportunity for a Technical Support & Warranty Coordinator to keep our interactive panel orders accurate and our customers moving with minimal disruption.

Day to day, you’ll:

• Check the accuracy of interactive panel orders before dispatch, confirming panel sizing, cabling and supporting items against requirements
• Own support tickets in Autotask from assignment through to resolution, keeping status current and following up with customers along the way
• Lodge and manage warranty tickets with Clevertouch, keeping detail thorough enough to avoid back-and-forth and cross-referencing accurately with Autotask
• Provide remote troubleshooting support to diagnose and resolve panel faults, including via MDM
• Coordinate warranty repairs with third-party contractors, working closely with the Clevertouch Alliance Manager on schools’ infrastructure projects
• Raise and manage transfer orders for replacement parts, including stock allocation, serial-number tracking and escalating shortfalls where needed
• Coordinate the shipping and return of warranty panels with the warehouse team, and manage clear handover and communication once received

A bit about you

You’re someone who genuinely enjoys the detail — the kind of person who double-checks a BOM without being asked and takes pride in a well-documented ticket. You communicate clearly in writing, so contractors and customers always know exactly what’s needed. You stay organised across multiple moving parts, and you bring a calm, steady presence when troubleshooting live issues under pressure. You’re comfortable working across internal teams and external vendors, building the kind of trust that keeps everyone aligned — reflecting our value of Win Together, where we support each other and share the success.

Essential criteria

• Experience in a technical support, service desk, or IT hardware coordination role
• Experience with ticketing systems such as Autotask, or similar PSA/ITSM platforms

Desirable criteria

• Familiarity with interactive panels or displays, MDM tools, or AV/IT hardware
• Experience coordinating logistics, warranty, or RMA processes

Other requirements

• Current Working with Children Certificate
• Rights to work in Australia
• Completed Police Check

Why work with us?

Birthday Leave – Celebrate your special day with a paid day off.  Monthly Team Lunches – Connect, unwind, and enjoy great food with your colleagues.  Tech Product Discounts – Access exclusive savings on a wide range of technology products.  Paid Parental Leave – Support for growing families with dedicated leave options.  Flexible Working Arrangements – Balance work and life with hybrid options and flexibility.  Learning & Development Opportunities – Grow your skills through training, certifications, and career progression pathways.  Competitive Salaries – Be rewarded with remuneration that reflects your experience and contribution.  Diversity & Inclusion Committees – Be part of creating a workplace where everyone feels valued, supported, and included.  Engagement Activities All Year Round – Enjoy social events, wellbeing initiatives, and team-building activities that strengthen our community.  Supportive, Community-Driven Culture – We’re not just a team — we’re a connected, people-focused community making a meaningful impact.