The ICT Customer Support Officer is responsible for delivering responsive and professional technical support to employees and stakeholders across the organisation. The role provides first and second-level assistance for hardware, software, systems, network connectivity and end-user technology issues, ensuring minimal disruption to business operations.

This position plays a key role in maintaining a positive user experience through effective troubleshooting, system support, user education and the continuous improvement of ICT services.

You will provide first and second-level support across a range of technologies, including computers, mobile devices, Microsoft 365 applications, collaboration platforms and business systems. From troubleshooting technical issues and configuring equipment to supporting user onboarding and maintaining system access, you’ll play a key role in delivering a seamless technology experience.

Key Responsibilities

What you will be doing

- Responding to and resolving IT support requests in a timely and professional manner
- Diagnosing and troubleshooting hardware, software, application and connectivity issues
- Setting up and maintaining laptops, desktops, mobile devices and peripherals
- Managing user accounts, system access and software installations
- Supporting Microsoft 365 and other business-critical applications
- Creating user guides and providing technology training and support
- Maintaining accurate service records and documentation
- Assisting with technology rollouts,



upgrades and continuous improvement initiatives
- Contributing to ICT security and compliance practices

Skill & Experience

What we are looking for

- Experience in an IT support, help desk or service desk environment
- Strong troubleshooting and problem-solving skills
- Excellent customer service and communication skills
- Experience supporting Microsoft Windows and Microsoft 365 environments
- Ability to manage competing priorities and work effectively in a fast-paced environment

A collaborative approach and genuine desire to help others

- Experience in an IT support, help desk or service desk environment
- Strong troubleshooting and problem-solving skills
- Excellent customer service and communication skills
- Experience supporting Microsoft Windows and Microsoft 365 environments
- Ability to manage competing priorities and work effectively in a fast-paced environment

Required Qualifications

- Diploma, Advanced Diploma or Associate Degree in Information Technology, Information Systems, Computer Networking or a related discipline; or
- Equivalent combination of relevant industry experience, technical training and certifications.

Preferred Certifications

While not essential, the following would be highly regarded:

- Microsoft 365 Fundamentals (MS-900)
- Microsoft Up-to-date Desktop Administrator
- CompTIA A+
- CompTIA Network+
- ITIL Foundation
- Cisco CCNA (entry level networking)

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📌 ICT Customer Support Officer (New South Wales)
🏢 InfoTrust
📍 New South Wales