ICT CUSTOMER SUPPORT OFFICER

Location: INGLEBURN, NSW

Salary: Not Specified

Job Type: Permanent position | Full time position

• Determine software and hardware requirements and provide appropriate technical solutions to identified user and system problems.
• Respond to enquiries regarding software and hardware problems, diagnosing and resolving technical issues affecting computer systems, applications, and equipment.
• Adapt and configure existing programs, applications, and system settings to meet users’ operational requirements.
• Install, download, configure, update, and maintain appropriate software and applications across workplace computer systems.
• Ensure the efficient use of applications and ICT equipment by providing technical assistance, troubleshooting, and practical guidance to users.
• Implement, configure, and support computer networks, network connectivity, shared resources, and associated ICT infrastructure.
• Design, update, and maintain company websites and assist in diagnosing and resolving website and web-based functionality issues.
• Repair, replace, configure, and maintain peripheral equipment, including computer terminals, printers, scanners, monitors, modems, and other associated ICT equipment.
• Provide ICT customer support through telephone, email, remote assistance, support ticketing systems, and call-centre-style support where required.
• Maintain appropriate records of technical support requests, software and hardware issues, equipment maintenance, and resolutions, and escalate complex technical problems to relevant ICT providers or vendors where required.

Requirements

• Australian citizens and permanent residents are encouraged to apply.
• AQF Associate Degree, Advanced Diploma or Diploma in Information Technology, Computer Science, ICT Support, Networking, Systems Administration, or a related technical discipline.
• At least three years of relevant ICT support experience and/or relevant vendor certification may substitute for the formal qualification where appropriate.
• Relevant experience in ICT customer support, help desk support, desktop support, technical support, or a similar ICT environment is highly regarded.
• Strong knowledge of computer hardware, software applications, operating systems, computer networks, web technologies, and peripheral equipment.
• Demonstrated ability to investigate, diagnose, and resolve software and hardware problems and provide appropriate technical solutions.
• Experience installing, downloading, configuring, updating, and supporting software applications and computer equipment.
• Practical understanding of computer networks, network connectivity, shared resources, internet services, and workplace ICT infrastructure.
• Ability to adapt and configure existing applications and system settings according to user and operational requirements.
• Experience with website maintenance, web-based systems, or related web technologies is desirable.
• Strong technical troubleshooting, analytical, organisational, and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to explain technical information clearly to users with varying levels of ICT knowledge.
• Strong customer service skills and the ability to respond professionally and efficiently to technical enquiries and support requests.
• High attention to detail and the ability to maintain accurate technical support and ICT equipment records.
• Ability to prioritise multiple technical issues and work effectively to minimise disruption to business operations.
• Relevant ICT vendor certifications and experience with technical support or service management systems are advantageous.
• Ability to work effectively within a professional and operationally focused business environment.

Work Conditions

• Full-time, ongoing position.
• Standard business and operational working hours, with flexibility according to ICT support and business requirements.
• Technical support may be provided in person, by telephone, email, remote support systems, or other appropriate support channels.
• Work performed in accordance with Medipaq’s operational, information technology, information security, and workplace policies.