Job Description
Axiom Technologies is an Australian-based provider of managed information technology solutions to medium and large-scale enterprises globally. We deliver end-user computing, infrastructure support and related technology services to help businesses maintain reliable and efficient IT operations.
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For more information, visit
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Axiom Technologies is an equal opportunity employer. We encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander candidates.
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About the position
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We are seeking an experienced ICT Customer Support Officer to provide technical assistance and operational support to business users. The successful candidate will diagnose and resolve hardware, software, network and end-user computing issues while maintaining clear communication with users and internal technical teams.
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This is a hands-on support position requiring solid troubleshooting skills, sound knowledge of Windows environments and the ability to manage incidents and service requests within agreed service standards.
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Key responsibilities
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Provide technical support to users experiencing hardware, software, operating system, network and peripheral-device issues.
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Receive, investigate and resolve incidents and service requests through telephone, email, remote-support tools and approved ticketing systems.
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Diagnose technical problems by gathering information from users, reviewing system symptoms and applying appropriate troubleshooting procedures.
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Install, configure, maintain and support desktops, laptops, mobile devices, printers,



approved applications and related ICT equipment.
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Support Windows operating systems, Microsoft 365 applications, user accounts, email, remote-access services and standard business applications.
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Assist with device deployment, software installation, system upgrades, security updates and workstation migration activities.
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Create, modify and disable user accounts and access permissions in accordance with authorised procedures.
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Escalate complex or unresolved incidents to relevant technical teams and coordinate with vendors or service providers where required.
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Monitor assigned incidents and service requests, provide progress updates to users and confirm satisfactory resolution before closure.
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Record fault details, diagnostic steps, resolutions and equipment information accurately in the service-management system.
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Prepare and maintain user guides, technical instructions, knowledge-base articles and support documentation.
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Identify recurring technical issues and recommend improvements to systems, support procedures and user guidance.
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Assist users with the effective operation of ICT systems and provide basic training where required.
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Comply with the organisation's information-security, privacy, workplace health and safety, and service-management requirements.
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Skills and experience
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Relevant qualification in information technology, computer science, networking or a related discipline.
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Demonstrated ability to diagnose and resolve hardware, software, connectivity and user-access problems.
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Experience supporting Windows desktops and laptops, Microsoft 365, email, printers and common business applications.
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Familiarity with Active Directory, remote-support tools, service-management systems and incident-escalation procedures.
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Knowledge of networking fundamentals, including TCP/IP, Wi-Fi, VPN and basic connectivity troubleshooting.
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Strong written and verbal communication skills, with the ability to explain technical matters clearly to non-technical users.
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Strong attention to detail and the ability to prioritise multiple incidents and service requests.
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Ability to work independently and collaboratively in a service-focused technical environment.
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Experience with Microsoft Endpoint Configuration Manager/SCCM, Microsoft Intune or similar device-management tools.
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Experience supporting Citrix, antivirus, endpoint-security or remote-access platforms.
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Knowledge of ITIL-based incident, request and problem-management practices.
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Experience providing technical support within a managed-services or enterprise environment.
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ICT Support Officer - Axiom Technologies Australia Pty Ltd Torbanlea, QLD, AU

📌 Ict Support Officer - Axiom Technologies Australia Pty Ltd (Queensland)
🏢 Axiom Technologies
📍 Queensland