ICT Customer Service Officer

ICT Customer Support Officer
Techno Austraisa | Full-time, Permanent | In person | $75,000 - $80,000 per year

About the Role
Techno Austraisa is growing, and we are looking for a qualified ICT Customer Support Officer to join our team. You will be the first point of contact for staff who need technical help, keeping our people productive and our systems reliable. The role suits someone who enjoys solving problems, explaining technical issues in plain language, and keeping things running smoothly day to day.

Key Responsibilities

Technical support

• Provide first-line support for hardware, software and operating system problems, in person, by phone or by email
• Log, prioritise and track support requests through to resolution
• Assist users with the operation of computer systems and business applications
• Give clear advice and guidance on IT systems, applications and equipment

Installation and configuration

• Install, configure and maintain desktops, laptops, printers and other peripheral equipment
• Install and configure network and communication equipment such as routers, switches and phone systems
• Deploy software and operating system updates, and set up new user accounts and workstations

Network and systems maintenance

• Diagnose and resolve computer and network faults
• Monitor computer systems and networks to identify and fix issues before they affect users
• Assist with system upgrades, software installations and routine maintenance

Documentation and escalation

• Keep accurate records of equipment, faults, repairs and support activities
• Escalate complex or unresolved issues to the appropriate IT specialists, with clear notes on the work already done

Who We Are Looking For

Knowledge and experience
Our ideal applicants will have experience:

• Working in an ICT client services, service coordination or service management environment, responding to and progressing ICT enquiries and requests from a diverse range of stakeholders
• Supporting the governance, coordination or oversight of services relating to Microsoft 365, enterprise end-user devices, standard operating environments (SOE), mobile devices, access requests, print, meeting technologies and related ICT services
• Operating in environments that require discretion, responsiveness and high-quality support for priority stakeholders or sensitive business areas
• Documenting service requests, actions, processes, project activities and knowledge articles to support service continuity, audit requirements, governance and continuous improvement
• Working collaboratively with technical teams, vendors or service providers to coordinate service outcomes and improve the user experience
• Supporting, coaching or mentoring junior staff, and contributing to quality assurance, knowledge sharing and capability uplift within a team

Experience with, or knowledge of, the following will also be highly regarded:

• The ServiceNow platform or comparable IT service management tools
• Developing process documentation, user guidance, knowledge articles or training material
• Supporting priority business areas, service improvement activities or user experience outcomes in a complex ICT operating environment

Eligibility and other requirements
Successful applicants must:

• Hold and maintain a valid Australian motor vehicle driver's licence
• Have the right to work in Australia, or be eligible for sponsorship
• Be willing to participate in an on-call roster (for which an appropriate restriction allowance will be paid) and be available to perform duty outside standard hours

What We Offer

• A permanent, full-time position with a salary of $75,000 - $80,000 per year, depending on experience
• Maternity and parental leave
• A supportive team and the chance to build your skills

How to Apply
Send your resume and a short cover letter addressing the criteria above to [email protected]

Techno Austraisa is an equal opportunity employer, and we welcome applications from all suitable candidates.

Pay: $75,000.00 – $80,000.00 per year

Work Location: In person