Job Description

SYAILA PTY LTD is seeking a full-time ICT Customer Support Officer to provide technical support, system configuration, user onboarding and troubleshooting services across our digital platforms, cloud applications, customer portals and connected-device solutions.

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The role will support SYAILA's CareAI, Careslink, Hushcare and Medisera business environments. This includes supporting aged care organizations, small and independent care providers, healthcare clients, business partners and internal users.

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From 2026, SYAILA is expanding its CareAI and Careslink AI-enabled platform for small and individual care providers. The successful candidate will assist providers with account setup, personalized profile configuration, portal access, referrals, notifications, AI-assisted functions and ongoing technical issues.

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About the role

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SYAILA PTY LTD is seeking a full time ICT Customer Support Officer to provide technical support, system configuration, user onboarding and troubleshooting services across our digital platforms, cloud applications, customer portals and connected-device solutions.

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The role will support SYAILA's CareAI, Careslink, Hushcare and Medisera business environments. This includes supporting aged care organizations, small and independent care providers, healthcare clients, business partners and internal users.

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From 2026, SYAILA is expanding its CareAI and Careslink AI-enabled platform for small and individual care providers. The successful candidate will assist providers with account setup, personalized profile configuration, portal access,



referrals, notifications, AI-assisted functions and ongoing technical issues.

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Key responsibilities

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- Receive, record, prioritize and respond to ICT support requests from employees, customers, providers and business partners.
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- Diagnose and resolve software, browser, operating system, account access, network, portal and connected-device issues.
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- Configure user accounts, permissions, software applications, cloud services and supported devices.
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- Assist customers and providers with onboarding to CareAI, Careslink, Hushcare, Medisera and related systems.
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- Support CRM, referral, provider profile, notification, reporting and customer portal functions.
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- Guide small and individual care providers through personalized profile setup, service information, portal access and system configuration.
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- Investigate technical issues, reproduce faults and document troubleshooting steps and outcomes.
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- Escalate confirmed software defects or complex infrastructure issues to developers, vendors or service partners.
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- Provide technical guidance, user training, onboarding instructions and troubleshooting documentation.
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- Assist with account security,



access permissions, password issues and multi-factor authentication.
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- Maintain accurate support records, configuration notes, knowledge-base articles and issue escalation documentation.
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- Coordinate with internal technical teams, software vendors, network providers and connected-device partners until issues are resolved.
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Skills and experience

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- Relevant qualification in Information Technology, Computer Systems, Networking, Cyber Security or a related discipline.
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- Previous experience in ICT customer support, help desk, systems support or technical support.
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- Ability to diagnose software, browser, operating system, network, access and device-related issues.
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- Experience configuring user accounts, permissions, cloud applications, portals and business software.
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- Familiarity with Microsoft 365 or similar cloud services, CRM or SaaS platforms and remote support tools.
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- Strong written and verbal communication skills.
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- Ability to explain technical matters clearly to users with different levels of technical experience.
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- Strong documentation, problem-solving and time-management skills.
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- Experience supporting aged care, healthcare, SaaS, security, IoT or provider platforms will be highly regarded.
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📌 ICT Customer Support Officer (Williamstown)
🏢 SYAILA
📍 Williamstown