Job Type: Permanent position | Full time position
Job Description
ICT Customer Support Officer
Position Overview We are looking for a motivated and technically proficient ICT Customer Support Officer to join our team and deliver high-quality technical assistance to end users across the organisation. In this role, you will be responsible for diagnosing and resolving hardware and software issues, supporting the deployment and maintenance of computer infrastructure, and ensuring staff can make effective use of technology in their day-to-day work.
You will bring strong communication skills, a customer-focused mindset, and the ability to work efficiently in a fast-paced environment. This position is well suited to a detail-oriented professional who thrives on problem-solving and is committed to delivering outstanding service.
Key Responsibilities
Respond promptly and professionally to user queries regarding hardware and software problems, providing clear guidance and timely resolutions via phone, email, or in person
Diagnose and troubleshoot technical issues across a range of systems, applications, and devices, escalating complex matters to senior technical staff where appropriate
Assess software and hardware requirements to develop practical solutions that meet user and business needs
Install, configure, and update software applications and operating systems, ensuring compatibility and optimal performance across user environments
Adapt and modify existing programmes and applications to align with evolving user requirements and organisational workflows
Repair, replace, and maintain peripheral equipment including printers, terminals, modems, and other connected devices
Assist in the implementation and maintenance of computer networks, contributing to the configuration and ongoing support of network infrastructure




Support the design, maintenance, and updating of websites and internal digital platforms as required
Promote and educate end users on the productive and effective use of applications, equipment, and IT systems to maximise productivity
Maintain accurate records of support requests, resolutions, and equipment inventory using ticketing and asset management systems
Contribute to the development and documentation of IT support procedures, user guides, and knowledge base articles
Provide support within a call centre environment where required, handling a high volume of inbound technical queries with professionalism and efficiency
Required Qualifications & Skills
Certificate IV or Diploma in Information Technology, Network Engineering, or a related discipline, or equivalent practical experience
Demonstrated experience in an ICT support, help desk, or technical services role
Solid understanding of computer hardware, software applications, and operating systems (Windows and/or macOS)
Experience installing, configuring, and troubleshooting software and peripheral equipment
Familiarity with networking fundamentals including TCP/IP, DNS, DHCP, and basic network troubleshooting
Proficiency in using IT ticketing and asset management systems to log, track, and resolve support requests
Strong analytical and problem-solving skills with the ability to diagnose issues methodically and efficiently




Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users
Customer-focused attitude with a skilled, patient, and approachable manner
Ability to manage multiple priorities, work independently, and perform effectively under pressure
Preferred Qualifications
Bachelor's degree in Information Technology, Computer Science, or a related field
Industry certifications such as CompTIA A+, CompTIA Network+, Microsoft 365 Certified, or ITIL Foundation
Experience supporting users in a call centre or high-volume help desk environment
Knowledge of Active Directory, Microsoft 365, and remote desktop support tools
Familiarity with website content management systems (CMS) and basic web maintenance tasks
Experience working within ITIL or other IT service management frameworks
Why Join Us?
Be part of a collaborative, inclusive team culture that values continuous learning and professional growth
Access ongoing training, certifications, and career development opportunities to advance your ICT career
Enjoy flexibility in your working arrangements, with a consistent and structured shift schedule to support work-life balance
Contribute to meaningful work that directly supports staff productivity and organisational success
Competitive remuneration package with superannuation, recognising your skills and experience
Job Details
Job Type: Full-time, Permanent
Work Schedule: 8-hour shift
Salary: $70,000 – $120,000 per year + Super
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📌 Ict Customer Support Officer (New South Wales)
🏢 AI Talent
📍 New South Wales