Technical Support & Onsite Services Officer

About the role

ICS is seeking a full-time Technical Support & Onsite Services Officer to provide technical support for its software, hardware and inventory management solutions. The role involves diagnosing and resolving technical issues, undertaking onsite installations and maintenance, configuring systems and associated equipment, and assisting customers with the effective operation of CribMaster solutions. The position combines remote technical support with onsite service delivery and requires regular interaction with customers, distributors, internal teams and external service providers. The successful candidate will be responsible for ensuring technical issues are investigated and resolved efficiently while maintaining reliable operation of customer systems and equipment.

Key responsibilities

• Provide technical support to customers and distributors
• Diagnose and resolve hardware, software and connectivity issues
• Respond to support requests through the organisation's ticketing system
• Troubleshoot CribMaster and associated applications
• Escalate complex technical issues where required
• Attend customer sites to install, configure, maintain and troubleshoot equipment
• Configure computers, scanners, RFID equipment, dispensing machines and other related hardware
• Perform hardware replacements, upgrades and preventative maintenance
• Conduct onsite system testing and validation
• Provide customer training and technical guidance

About you

• Bachelor's degree in Business Information Systems, Information Technology, Computer Science, Information Systems, or another closely related discipline
• Minimum 3 years of relevant experience working with CribMaster software and hardware solutions, including system configuration, troubleshooting and customer support
• Demonstrated experience in an IT technical support, service desk or field support environment, providing support for both software and hardware issues
• Practical experience diagnosing and resolving issues involving Windows operating environments, application software, peripheral devices and network connectivity
• Sound understanding of networking fundamentals, including TCP/IP, LAN connectivity and basic network troubleshooting
• Strong written and verbal communication skills, with the ability to explain technical matters clearly to customers and non-technical users
• Ability to work independently at customer sites, manage competing support priorities and travel to customer locations as required

About us

Inventory Control Systems Pty Ltd, based in Caringbah NSW, provides inventory and asset management technology solutions to businesses across Australia and the wider Australasian region. The company supplies, installs and supports CribMaster inventory management systems, including software platforms, RFID technology, electronic lockers, vending and automated dispensing equipment. Its services include system installation and configuration, hardware and software integration, onsite implementation, troubleshooting, maintenance, user support and technical servicing. The business supports customers throughout the lifecycle of installed systems, from initial deployment through to ongoing fault diagnosis, system testing and onsite technical support.