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 rapid-paced setting
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 Modern 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