An established IT support business servicing Melbourne and regional Victoria, is seeking a skilled and motivated  ICT Customer Support Officer i to join its team on a full-time basis.

Position Overview:

The ICT Customer Support Officer provides support, education and guidance to residential and small business clients in the deployment and maintenance of their computer infrastructure, and diagnoses and resolves their technical problems and issues. The role involves onsite, off-site and remote support. It requires strong troubleshooting skills, excellent customer service, and the ability to explain technical issues clearly to clients with varying levels of technical knowledge.

Benefits

• Competitive salary plus superannuation.
• Career development and growth opportunities.
• Ongoing training in new technologies and systems.
• Employee discounts on company products and services (if applicable).
• Paid annual leave and personal leave.
• A friendly, supportive and collaborative team environment.
• Varied work across onsite, off-site and remote support.

Task & responsibilities

• Respond to client inquiries by phone, email and online booking, and log and prioritise requests.
• Determine client hardware and software needs, and recommend and quote solutions.
• Install and configure operating systems, applications and drivers on Windows and Mac computers and mobile devices.
• Adapt existing programs, email and cloud services to meet client needs.
• Optimise slow computers, remove viruses and malware, and set up backups and recover lost files.
• Set up and troubleshoot home and small business networks, modems and routers.
• Repair and replace printers, monitors, modems and other peripherals.
• Maintain the company website and online store.
• Provide remote support and attend onsite and off-site jobs.
• Train and guide clients in using their technology.
• Document support requests and follow up to confirm issues are resolved.

Qualification & experience

• An AQF Associate Degree, Advanced Diploma or Diploma in Information Technology or a related field. At least three years of relevant experience and/or relevant vendor certification may substitute for formal qualifications.
• Relevant work experience in ICT customer support, help desk or technical support, including supporting Windows and Apple users.
• A current Australian driver licence, as the role involves travel to client sites.