Job Description

We're looking for a Senior Technical Officer to join a busy, customer focused technical services team supporting a large enterprise Microsoft setting.

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This is a great opportunity for an experienced ICT support professional who enjoys hands on troubleshooting, mentoring junior staff, and contributing to a positive, people first workplace culture.

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About the role

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As Senior Technical Officer, you'll enhance operational capability across the business by providing technical advice, troubleshooting, and hands on support in a primarily Microsoft environment. You'll support sites both on site and remotely, contribute to project deliverables, and help maintain reliable end user computing services within a customer focused service centre.
n The role covers Tier 1 and 2 support, incident triage and escalation, ICT configuration and monitoring, technical documentation, and end user training.

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Key responsibilities

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- Provide on site and remote operational support in a primarily Microsoft environment
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- Configure, install, monitor, support and manage ICT environments, contributing to project deliverables as required
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- Provide Tier 1 and Tier 1.5 technical support, investigating and diagnosing incidents, taking remedial action and escalating accurately where needed
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- Prioritise and manage your own workflow to meet deadlines and agreed service levels
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- Apply IT service management processes and workplace health and safety standards
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- Develop and maintain ICT documentation, knowledge base articles, and support procedures
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- Provide practical guidance to end users on desktop environments and applications
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- Mentor colleagues in delivering high quality ICT support
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We're looking for a Senior Technical Officer to join a busy, customer focused technical services team supporting a large enterprise Microsoft environment.

n

This is a great opportunity for an experienced ICT support professional who enjoys hands on troubleshooting, mentoring junior staff, and contributing to a positive, people first workplace culture.

n

About the role

n

As Senior Technical Officer, you'll enhance operational capability across the business by providing technical advice, troubleshooting, and hands on support in a primarily Microsoft environment. You'll support sites both on site and remotely, contribute to project deliverables, and help maintain reliable end user computing services within a customer focused service centre.
n The role covers Tier 1 and 2 support, incident triage and escalation, ICT configuration and monitoring, technical documentation, and end user training.

n

Key responsibilities

n
- Provide on site and remote operational support in a primarily Microsoft environment
n
- Configure, install, monitor, support and manage ICT environments, contributing to project deliverables as required
n
- Provide Tier 1 and Tier 1.5 technical support, investigating and diagnosing incidents, taking remedial action and escalating accurately where needed
n
- Prioritise and manage your own workflow to meet deadlines and agreed service levels
n




- Apply IT service management processes and workplace health and safety standards
n
- Develop and maintain ICT documentation, knowledge base articles, and support procedures
n
- Provide practical guidance to end users on desktop environments and applications
n
- Mentor colleagues in delivering high quality ICT support
n

About you

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The successful applicant will display the following skills, experience and attributes.

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- Demonstrated technical expertise in the configuration, monitoring and management of ICT environments across one or more technical domains
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- Proven experience delivering high quality ICT support, managing workloads and prioritising tasks with limited supervision
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- A track record of resolving ICT related problems within agreed service levels
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- Strong interpersonal and communication skills, with the ability to mentor junior staff and support a positive team culture
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- Well developed written communication skills, including preparing documentation, work instructions and technical reports
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- Experience with, or the ability to quickly learn, ServiceNow and ITIL based service management processes
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- A genuine interest in staying current with emerging ICT technologies
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Technical requirements

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- Experience supporting enterprise Microsoft Windows desktop and end user computing environments
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- ICT configuration, installation, monitoring and management using endpoint configuration tools
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- Tier 1 and Tier 2 incident investigation, diagnosis, remediation and escalation
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- Experience with ServiceNow and ITIL based IT service management
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- Ability to develop technical documentation and provide user training
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📌 ICT Support Officer (Queensland)
🏢 empire group
📍 Queensland