ICT Support Officer

The ICT Support Officer is responsible for providing advanced technical support and exceptional customer service to resolve complex IT issues. This role involves troubleshooting hardware, software, and networking problems, collaborating with other ICT teams, and ensuring the efficient operation of ICT systems within the organisation.

Key Responsibilities:

• Utilise expertise in Windows and macOS operating systems, Microsoft 365 suite, and virtualisation platforms such as VMware and Hyper-V to diagnose and resolve issues.
• Deliver Level 2 support for complex technical issues, utilising tools such as SCCM for deployment and management of systems, along with DHCP and DNS for networking.
• Work closely with Level 1 support, other ICT teams, and external vendors to resolve escalated issues, using ServiceNow for ticket management.
• Deliver exceptional service by effectively communicating technical information to non-technical users and keeping them informed of issue status and progress.
• Maintain accurate records of incidents, solutions, and workarounds in the knowledge management system, using Confluence for documentation.
• Identify opportunities for process improvements and contribute to the development of best practices, using PowerShell scripts for automation.

Key Competencies:

• Strong understanding of ICT infrastructure, including server management with Windows Server and Linux, workstation configuration, and network devices.
• Understanding of networking issues involving Cisco switches and routers, Meraki wireless networks, and VPN configurations.
• Ability to analyse complex problems, employ root cause analysis, and implement effective solutions.
• Familiarity with ITIL practices for incident, problem, and change management.
• Excellent interpersonal and communication skills for effective interaction with users and stakeholders.
• Ability to collaborate and work effectively within a team environment.

Qualifications and Experience:

• Relevant ICT qualifications or equivalent experience.
• Proven experience in a similar Level 2 support role.
• Familiarity with technologies and platforms such as MDM solutions (e.g., Intune, JAMF), and Azure Active Directory is advantageous.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call George Bailey on 08 8216 3518 for a confidential discussion.