Role Description

We are looking for a reliable and service-oriented IT Support Officer to provide effective technical support and ensure the smooth operation of IT systems, hardware, software, and user services. The role involves responding to technical issues, assisting users, maintaining IT resources, and supporting day-to-day technology operations.

Key responsibilities include

Provide first-level technical support to users through in-person, phone, email, or ticketing channels.

Diagnose and resolve hardware, software, network, account, and system-related issues.

Install, configure, maintain, and troubleshoot computers, peripherals, applications, and other IT equipment.

Manage user accounts, access permissions, password resets, and basic system administration tasks.

Log, track, prioritize, and resolve support requests in accordance with established procedures.

Escalate complex or unresolved technical issues to relevant IT teams or external service providers.

Assist with system updates, software installations, security controls, and routine maintenance activities.

Maintain accurate IT asset records, support documentation, knowledge bases, and technical procedures.

Support onboarding and offboarding activities, including equipment setup and access management.





Monitor recurring technical issues and contribute to improvements in IT support processes and service quality.

Follow IT security, data protection, and organizational policies when handling systems and user information.

Qualifications

Diploma or bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.

Robust understanding of computer hardware, operating systems, software applications, and basic networking concepts.

Familiarity with Windows, Microsoft 365, Active Directory, and common workplace IT tools.

Ability to troubleshoot technical issues systematically and provide practical solutions.

Good understanding of IT service management principles and ticketing processes.

Strong customer service, communication, and interpersonal skills.

Good analytical and problem-solving abilities with strong attention to detail.

Ability to prioritize multiple support requests and manage tasks effectively.

Understanding of basic cybersecurity, access control, and data protection practices.

Ability to document technical issues and solutions clearly and accurately.

A proactive, responsible, and service-oriented approach to supporting users and IT operations.

📌 IT Support Officer (Sydney)
🏢 IGI Holding
📍 Sydney