Job Description
IT Systems & Technical Support Administrator
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IT Systems & Technical Support Administrator
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Hospitality Dietary Solutions (HDS Tech)
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Employment Type: Full-Time, Permanent
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About HDS Tech
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Hospitality Dietary Solutions (HDS Tech) is an Australian technology company providing purpose-built digital software solutions for the aged care and healthcare sectors.
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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 *****-certified organisation, HDS is committed to delivering secure, reliable and user friendly technology, supported by qualified implementation, training and ongoing customer support.
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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.
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About the Role
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This is a hands on ICT technical support position responsible for providing frontline technical assistance to HDS customers and internal users.
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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.
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The position will also support the configuration and administration of company devices, Microsoft 365 accounts, endpoint management and security controls.
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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.
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Location: Nunawading, ****, Melbourne, Victoria
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Employment Type: Full-Time, Permanent
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Salary: $80,000 - $90,000 + Superannuation
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Key Responsibilities
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The role is divided into two primary areas of responsibility:
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1. HDS Customer Technical Support
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Provide frontline technical and system support to HDS customers via phone, email and support tickets.
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Respond to customer queries and assist with day-to-day questions regarding the use of HDS software.
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Assist customers with user access, passwords, permissions, system settings, configuration, printing and connectivity-related issues.
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Provide clear instructions and guidance to help customers use HDS systems effectively.
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Investigate reported system issues and determine whether they relate to user configuration, hardware, connectivity, software, system integration or a potential software defect.
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Troubleshoot and resolve issues that fall within the scope of customer technical support.
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Maintain ownership of support requests and keep customers informed until the matter is resolved or appropriately escalated.
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Accurately document customer issues, troubleshooting performed and resolutions.
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Identify potential software bugs and elevate these to the HDS development team with sufficient information for investigation.
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Escalate infrastructure, cybersecurity, integration or other specialist matters to the appropriate internal or external provider.
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Assist with new customer onboarding, user setup, system configuration and implementation activities.
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Assist with testing HDS system changes, updates and configurations where required.
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Liaise with customers and relevant third-party vendors or integration partners when required to resolve technical issues.
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2. Internal ICT, Endpoint & Microsoft 365 Administration
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Responsible for the day to day administration and security of HDS's internal ICT environment, employee accounts, endpoints and Microsoft cloud services.
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Endpoint & Device Management
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Set up, configure, deploy and manage HDS owned laptops, desktops and other endpoint devices.
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Manage corporate devices using Microsoft Intune, MDM and other approved endpoint management platforms.
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Deploy and maintain approved applications, operating-system updates, security patches and device configurations.
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Manage endpoint security controls including antivirus, EDR and device-compliance policies.
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Monitor device compliance and remediate non-compliant devices where appropriate.
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Maintain accurate ICT asset registers, device assignments and equipment records.
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Support secure device provisioning, replacement, return and decommissioning.
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Microsoft 365 & Licence Administration
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Administer HDS Microsoft 365 services including user accounts, licences, Outlook, Teams and related applications.
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Allocate, modify and remove Microsoft licences based on business requirements.
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Manage Microsoft Entra ID user accounts, groups, permissions and access.
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Manage Multi-Factor Authentication and other approved identity and access controls.
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Troubleshoot Microsoft 365, Outlook, Teams, OneDrive and account-related issues.
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Maintain appropriate access permissions in accordance with HDS policies and authorised business requirements.
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Joiner, Mover & Leaver (JML) Management
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Manage ICT requirements for new employees, role changes and employee departures.
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Create and configure accounts, licences, devices and authorised system access for new employees.
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Modify access, permissions, security groups and licences when employees change roles or responsibilities.
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Promptly disable accounts, revoke access, recover company devices and remove or reallocate licences when employees leave HDS.
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Maintain appropriate records and evidence of JML activities in accordance with HDS information-security requirements.
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Information Security, DLP & Access Controls
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Administer approved Microsoft 365 and endpoint security controls in accordance with HDS information-security policies.
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Assist with the implementation and administration of Data Loss Prevention (DLP) controls and policies.
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Assist with access-control policies, conditional access, MFA and device-compliance requirements.
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Support controls relating to corporate data stored or accessed through Microsoft 365, OneDrive, SharePoint, Teams and managed endpoints.
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Assist with monitoring and responding to identified device,



account or data-security compliance issues.Maintain appropriate records and evidence to support HDS's ISO ***** controls and audits.
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Assist with periodic access reviews and ensure access remains appropriate to employee roles.
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Support internal ICT security procedures and approved security changes.
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Internal ICT Administration
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Provide day-to-day ICT assistance to HDS employees.
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Maintain internal ICT procedures, system records and technical documentation.
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Manage approved software installation and deployment across HDS-managed devices.
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Assist with ICT asset lifecycle management and software/licence registers.
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Liaise with HDS's external ICT, infrastructure and cybersecurity providers where specialist assistance is required.
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Coordinate escalation of cybersecurity, server, network or other specialist infrastructure matters rather than independently performing specialist functions outside the scope of the role.
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Skills & Experience
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To be successful in this position, you will have:
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Relevant experience in ICT customer support, technical support, IT administration or a similar role.
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Strong technical troubleshooting and problem-solving skills.
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Experience responding to and resolving software, hardware, configuration and user-access issues.
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Good working knowledge of Microsoft 365 administration, including Outlook and Teams.
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Experience configuring and supporting Windows-based devices and user accounts.
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Knowledge of Microsoft Intune, MDM or other endpoint-management technologies.
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Understanding of software installation, security updates, antivirus/EDR, MFA and access controls.
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Ability to investigate technical problems and identify appropriate solutions or escalation pathways.
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Ability to communicate technical information clearly to customers and non-technical users.
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Strong customer-service and interpersonal skills.
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Ability to prioritise and manage multiple technical support requests.
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Strong documentation and record-keeping skills.
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Desirable
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Experience or knowledge in the following areas will be highly regarded:
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Microsoft Entra ID / Azure AD.
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SaaS or software customer support.
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ICT ticketing and support systems.
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Information-security and cybersecurity principles.
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ISO ***** environments.
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Web applications, APIs, databases and software integrations.
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Supporting technology within aged care, healthcare or another regulated environment.
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Qualifications
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A relevant qualification in Information Technology, Computer Science, Information Systems or a related ICT discipline will be highly regarded.
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Applicants with demonstrated practical experience in ICT technical or customer support will also be considered.
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Why Join HDS Tech?
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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.
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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.
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Work Type: Full time
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Salary: $***********
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Job Publish: **********
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Job Expire: **********
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📌 It Systems & Technical Support Administrator (South Australia)
🏢 S AND P Family Trust
📍 South Australia