IT Systems & Technical Support Administrator

IT Systems & Technical Support Administrator

Hospitality Dietary Solutions (HDS Tech)

Employment Type: Full-Time, Permanent

About HDS Tech

Hospitality Dietary Solutions (HDS Tech) is an Australian technology company providing purpose-built digital software solutions for the aged care and healthcare sectors.

Our software supports critical day-to-day operations, including dietary and catering management, food safety, cleaning and housekeeping, food labelling, procurement, stocktake, invoicing and community meal servicesAs an ISO/IEC 27001-certified organisation, HDS is committed to delivering secure, reliable and user friendly technology, supported by professional implementation, training and ongoing customer support.

As our technology environment and customer base continue to develop, we are seeking a full-time IT Systems & Technical Support Administrator to support our customers, employees and day to day ICT environment.

About the Role

This is a hands on ICT technical support position responsible for providing frontline technical assistance to HDS customers and internal users.

The successful candidate will respond to technical enquiries, investigate and troubleshoot software, user access, configuration, connectivity, printing, Microsoft 365 and device-related issues, and provide practical solutions and clear instructions to users.

The position will also support the configuration and administration of company devices, Microsoft 365 accounts, endpoint management and security controls.

Where an issue requires specialist software development, cybersecurity or infrastructure expertise, the position will diagnose and document the issue and coordinate its escalation to the appropriate internal or external specialist.

Location: Nunawading, 3131, Melbourne, Victoria

Employment Type: Full-Time, Permanent

Salary: $80,000 - $90,000 + Superannuation

Key Responsibilities

The role is divided into two primary areas of responsibility:

1. HDS Customer Technical Support

- Provide frontline technical and system support to HDS customers via phone, email and support tickets.
- Respond to customer queries and assist with day-to-day questions regarding the use of HDS software.
- Assist customers with user access, passwords, permissions, system settings, configuration, printing and connectivity-related issues.
- Provide clear instructions and guidance to help customers use HDS systems effectively.
- Investigate reported system issues and determine whether they relate to user configuration, hardware, connectivity, software, system integration or a potential software defect.
- Troubleshoot and resolve issues that fall within the scope of customer technical support.
- Maintain ownership of support requests and keep customers informed until the matter is resolved or appropriately escalated.
- Accurately document customer issues, troubleshooting performed and resolutions.
- Identify potential software bugs and elevate these to the HDS development team with sufficient information for investigation.
- Escalate infrastructure, cybersecurity, integration or other specialist matters to the appropriate internal or external provider.
- Assist with new customer onboarding, user setup,



system configuration and implementation activities.
- Assist with testing HDS system changes, updates and configurations where required.
- Liaise with customers and relevant third-party vendors or integration partners when required to resolve technical issues.

2. Internal ICT, Endpoint & Microsoft 365 Administration

Responsible for the day to day administration and security of HDS's internal ICT environment, employee accounts, endpoints and Microsoft cloud services.

Endpoint & Device Management

- Set up, configure, deploy and manage HDS owned laptops, desktops and other endpoint devices.
- Manage corporate devices using Microsoft Intune, MDM and other approved endpoint management platforms.
- Deploy and maintain approved applications, operating-system updates, security patches and device configurations.
- Manage endpoint security controls including antivirus, EDR and device-compliance policies.
- Monitor device compliance and remediate non-compliant devices where appropriate.
- Maintain accurate ICT asset registers, device assignments and equipment records.
- Support secure device provisioning, replacement, return and decommissioning.

Microsoft 365 & Licence Administration

- Administer HDS Microsoft 365 services including user accounts, licences, Outlook, Teams and related applications.
- Allocate, modify and remove Microsoft licences based on business requirements.
- Manage Microsoft Entra ID user accounts, groups, permissions and access.
- Manage Multi-Factor Authentication and other approved identity and access controls.
- Troubleshoot Microsoft 365, Outlook, Teams, OneDrive and account-related issues.
- Maintain appropriate access permissions in accordance with HDS policies and authorised business requirements.

Joiner, Mover & Leaver (JML) Management

- Manage ICT requirements for new employees, role changes and employee departures.
- Create and configure accounts, licences, devices and authorised system access for new employees.
- Modify access, permissions, security groups and licences when employees change roles or responsibilities.
- Promptly disable accounts, revoke access, recover company devices and remove or reallocate licences when employees leave HDS.
- Maintain appropriate records and evidence of JML activities in accordance with HDS information-security requirements.

Information Security, DLP & Access Controls

- Administer approved Microsoft 365 and endpoint security controls in accordance with HDS information-security policies.
- Assist with the implementation and administration of Data Loss Prevention (DLP) controls and policies.
- Assist with access-control policies, conditional access, MFA and device-compliance requirements.
- Support controls relating to corporate data stored or accessed through Microsoft 365, OneDrive, SharePoint, Teams and managed endpoints.
- Assist with monitoring and responding to identified device,



account or data-security compliance issues.Maintain appropriate records and evidence to support HDS's ISO 27001 controls and audits.
- Assist with periodic access reviews and ensure access remains appropriate to employee roles.
- Support internal ICT security procedures and approved security changes.

Internal ICT Administration

- Provide day-to-day ICT assistance to HDS employees.
- Maintain internal ICT procedures, system records and technical documentation.
- Manage approved software installation and deployment across HDS-managed devices.
- Assist with ICT asset lifecycle management and software/licence registers.
- Liaise with HDS's external ICT, infrastructure and cybersecurity providers where specialist assistance is required.
- Coordinate escalation of cybersecurity, server, network or other specialist infrastructure matters rather than independently performing specialist functions outside the scope of the role.

Skills & Experience

To be successful in this position, you will have:

- Relevant experience in ICT customer support, technical support, IT administration or a similar role.
- Strong technical troubleshooting and problem-solving skills.
- Experience responding to and resolving software, hardware, configuration and user-access issues.
- Good working knowledge of Microsoft 365 administration, including Outlook and Teams.
- Experience configuring and supporting Windows-based devices and user accounts.
- Knowledge of Microsoft Intune, MDM or other endpoint-management technologies.
- Understanding of software installation, security updates, antivirus/EDR, MFA and access controls.
- Ability to investigate technical problems and identify appropriate solutions or escalation pathways.
- Ability to communicate technical information clearly to customers and non-technical users.
- Solid customer-service and interpersonal skills.
- Ability to prioritise and manage multiple technical support requests.
- Strong documentation and record-keeping skills.

Desirable

Experience or knowledge in the following areas will be highly regarded:

- Microsoft Entra ID / Azure AD.
- SaaS or software customer support.
- ICT ticketing and support systems.
- Information-security and cybersecurity principles.
- ISO 27001 environments.
- Web applications, APIs, databases and software integrations.
- Supporting technology within aged care, healthcare or another regulated environment.

Qualifications

A relevant qualification in Information Technology, Computer Science, Information Systems or a related ICT discipline will be highly regarded.

Applicants with demonstrated practical experience in ICT technical or customer support will also be considered.

Why Join HDS Tech?

This role provides the opportunity to work across customer technical support, Microsoft 365, endpoint management, SaaS applications and information security within a specialised Australian software business supporting the aged care and healthcare sectors.

You will work directly with HDS customers, employees, developers and external technology partners and contribute to the reliable delivery and ongoing support of technology used in real-world care environments.

Work Type: Full time

Salary: $80000-90000

Job Publish: 19-08-2026

Job Expire: 18-09-2026

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