We are seeking an experienced and service-focused ICT Customer Support Officer to join our growing team in Melbourne, Victoria. The successful applicant will provide first-line technical support to users, assist with deployment and maintenance of computer hardware and software, troubleshoot technical issues, and help ensure users have reliable and secure access to the organisation's ICT systems. This is a full-time ongoing position requiring strong technical troubleshooting skills, customer service capability and experience within an ICT support or service desk environment.

Benefits

Annual salary of AUD $79,423 - $83,000. 

Superannuation contributions on top of your annual salary. 

Salary based on qualifications and experience.

Task & responsibilities

 Provide first-line technical support to users experiencing hardware, software, system and network issues.

 Diagnose and resolve technical incidents through telephone, email, remote-support and service-desk systems.

 Respond to user enquiries concerning computer hardware, software, applications and connectivity issues.

 Install, configure, deploy and maintain Windows and macOS computers and associated peripherals.

 Assist users with Microsoft 365, Outlook, email, VPN and other business applications.

 Create, maintain and administer user accounts, permissions and access through Active Directory and related

identity-management systems.

 Support employee onboarding and off boarding from an ICT systems perspective.

 Configure computers, printers, peripherals and other end-user devices.

 Troubleshoot local network, internet connectivity, hardware and software problems.

 Record, prioritise, manage and escalate incidents and service requests using the organisation's ticketing system.

 Provide remote technical assistance and guidance to users across different business locations.

 Manage ICT equipment, assets and device-lifecycle records.

 Assist with system upgrades, device deployments, software installations and ICT migration projects.

 Prepare and maintain technical procedures, user guides and knowledge-base documentation.

 Escalate complex technical issues to Level 2 or specialist technical teams where necessary.

 Provide practical guidance to users to support effective and secure use of ICT systems and equipment.

 Perform other related ICT customer support duties consistent with the requirements of the position.

Qualification & experience

 Minimum Cert IV qualification in Information Technology, Computer Systems, ICT Support or a closely related discipline

 Equivalent relevant industry experience at least 1 - 2 years.

 Previous experience in an ICT help desk, service desk, technical support or customer support environment.

 Demonstrated ability to diagnose and resolve hardware, software and network-related technical issues.

 Experience supporting Windows operating systems and familiarity with macOS environments.

 Experience with Microsoft 365, Outlook and related enterprise applications.

 Knowledge of Active Directory, user accounts, permissions and access management.

 Experience using ICT ticketing or service-management systems.

 Experience with computer and peripheral installation, configuration and deployment.

 Understanding of basic networking, internet connectivity, VPN and related technologies.

 Strong problem-solving and analytical skills.

 Strong verbal and written communication skills and the ability to explain technical issues clearly to non-technical