Location: On-site in Surry Hills, NSW, 2010
Full-Time
Level: Mid-level Senior with strong Apple focus
About Origin84
We’re Australia’s most focused Apple consulting and integration partner. We’re trusted by design studios, ad agencies, music labels, recruitment firms, and the most ambitious creative professionals who earn a living with their Macs.
We don’t just fix IT. We engineer momentum.
Removing friction. Boosting creative output. Delivering Apple-native infrastructure that just works.
The Role
As a Senior Technician, you are responsible for undertaking service tasks as part of the Support Services Team, as set out by the General Manager – Operations.
As a key member of the team, you are responsible for working to your schedule, following established processes and procedures, and delivering consistent, high-quality service outcomes.
You are expected to operate with a high level of ownership across your work, including providing professional customer service, maintaining accurate documentation standards, and communicating proactively with both clients and internal team members.
Your Primary Responsibilities and Impact:
Support Services Work and Escalations
- Work from a set daily schedule (not being selective about which jobs you do)
- Enter time for all work as you go throughout your day
- Ensure time notes are detailed, including next steps required, allowing others to pick up where you left off
- Reschedule work proactively
- Maintain awareness of device lifecycles and notify account management when replacement is required
- Escalate work according to standard internal processes
Major Incident Troubleshooting
- Perform root cause analysis for problem management, understanding when to investigate and when to escalate
- Participate in investigation and return to service of major incidents
- Learn and improve as a result of major incidents and problems
Customer Liaison and Communication on Tickets
- Contact customers via phone on each ticket touch
- Provide detailed updates and next steps at the end of each interaction
- Communicate clearly and in a way that is easy for clients to understand
- Educate customers on best practices and internal processes
Change Control Management
- Stop work on any change that affects more than one user or device
- Escalate larger-scale changes following internal change control guidelines
- Demonstrate understanding of scope and interdependencies of changes
Internal Communication
- Communicate questions and important information through appropriate internal channels
- Keep the Primary Engineer updated on progress of work
- Suggest areas for improvement
Documentation
- Update existing documentation when changes are made
- Create new documentation for new implementations and submit for review
- Create user documentation for repeatable tasks and systems
Mentorship
- Support junior technicians through ticket resolution
- Contribute to team learning through knowledge sharing and guidance
You may also contribute to:
- Monitoring incoming alerts and responding or escalating appropriately
- Maintaining awareness of ticket queues and ensuring work is scheduled appropriately
- Ensuring time entries and notes meet internal standards at all times
- Supporting adherence to internal processes and workflows across the team \
Who You Are
- 2+ years experience in IT support / helpdesk / MSP environment
- Passion and strong troubleshooting capability across Apple/macOS environments
- Experience supporting macOS, user environments, and basic networking
You work effectively within structured processes and service workflows, managing your workload through scheduling, prioritisation, and consistent execution.
You communicate clearly and professionally, with a strong client-first approach.
You maintain high standards in documentation and ticketing, ensuring your work is accurate, complete, and easy for others to pick up.
You operate with a high level of ownership, following tasks through to completion, working independently when required, and staying aligned with the team.
You proactively identify issues and opportunities for improvement, respond well to feedback, and approach problems with a solutions-focused mindset.
How We Support You
At Origin84, we don’t just expect high performance. We offer the support systems to make it possible. We value people’s time, and create the space to deliver at a high standard.
Here’s what that looks like:
- Clear performance expectations and structured workflows
- Weekly reset rhythm to manage workload and priorities
- Monthly Black Box coaching (technical and performance development)
- Apple-focused development opportunities and certifications
- A supportive, high-trust team environment
Our Values
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Own Your Time: We maximise work time, so we have full control over our own time.
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Earn It: Trust, opportunity, and success aren’t given. They’re earned through action.
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Solve + Simplify: Every problem has a solution. Complexity slows us and our clients down.
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Resilient + Ready: A positive, resilient approach fuels creativity, keeps work enjoyable, and makes every challenge easier for our team and clients.
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Lockstep: We move together – aligned, adaptable, and accountable to the team.
How to Apply
Ready to hold the brand with us?
Please send us your CV and a short note about why Origin84 and this role appeals to you.
For more details, contact erin@origin84.com
