Job Description
Join a team where ownership, integrity, and growth aren't just words - they're how we do IT.
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At Imagine Now IT, we empower clients, grow our people, and deliver with purpose. This is a place where learning never stops, results matter, and your voice makes a real impact.
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We're looking for a skilled and motivated IT Customer Support Officer who is looking to progress their career with great opportunities for growth and advancement, providing hands‐on technical support across a dynamic client base. Please note that this is NOT a remote role.
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Imagine Now IT is seeking an experienced and driven IT Customer Support Officer within our fast-paced, dynamic IT support team.
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About the Role:
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Join a team where ownership, integrity, and growth aren't just words - they're how we do IT.
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At Imagine Now IT, we empower clients, grow our people, and deliver with purpose. This is a place where learning never stops, results matter, and your voice makes a real impact.
n
We're looking for a skilled and motivated IT Customer Support Officer who is looking to progress their career with great opportunities for growth and advancement, providing hands‐on technical support across a dynamic client base. Please note that this is NOT a remote role.
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Imagine Now IT is seeking an experienced and driven IT Customer Support Officer within our fast-paced, dynamic IT support team.
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Key Responsibilities:
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Provide remote and onsite support to business clients.
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Receive, assess, prioritise, document and resolve support requests through the company ticketing system.
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Diagnose and troubleshoot Windows desktop, laptop, software, peripheral, printer and endpoint issues.
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Support Microsoft 365 client environments, including user access, Microsoft Entra ID, Exchange Online, OneDrive, Teams, licence‐related enquiries, delegated mailbox access and authentication‐related support.
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Troubleshoot network connectivity issues involving business internet services, DNS dependencies, Wi‐Fi, remote access, VPNs, routers, switches and firewall‐related configurations.
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Assist with WatchGuard, AuthPoint and Mobile VPN support, including remote‐access and multi‐factor‐authentication issues in accordance with established procedures.
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Support IP telephony and communications systems, including Yealink desk phones, user profiles, quick‐call configuration, endpoint/headset testing and basic call‐quality troubleshooting.
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Assist with client internet‐service changes, ISP transition activities, DNS‐related dependencies and connectivity testing.
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Support cloud‐hosted and remote‐desktop printing environments, including printer/scanner connectivity assessment and related DNS or network troubleshooting.
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Assist with client onboarding, recent‐computer setup, endpoint deployment, client technology changes, domain‐management tasks and small‐to‐medium ICT projects.
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Review technical documentation, vendor guidance and existing client configurations to identify practical solutions.
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Prepare accurate ticket notes, work summaries, client follow‐up messages, technical documentation, recommendations and service proposals.
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Meet with clients onsite or remotely to assess issues, explain solutions in plain language and provide professional ICT guidance.
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Escalate high‐risk, complex, project‐related or commercial matters to the Level 3 Technician, General Manager, Project Manager, Director or external vendor as appropriate.
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Participate in the company's after‐hours support and monitoring arrangements, subject to the final roster and employment conditions.
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What We're Looking For:
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A relevant ICT qualification, such as a Diploma, Advanced Diploma, Bachelor degree or equivalent demonstrated practical ICT support experience.
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At least one to two years of relevant experience in an ICT support, managed‐service‐provider, service‐desk, systems‐support or similar client‐facing technical role.
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Demonstrated ability to investigate and resolve issues that require assessment, research, documentation review, configuration, testing and technical judgement.
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Experience supporting Microsoft 365 and related business‐cloud services.
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Practical Windows endpoint, business‐application, hardware, printer and peripheral troubleshooting skills.
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Working knowledge of networking principles, including DNS, Wi‐Fi, VPN, internet connectivity, firewall‐related troubleshooting and remote‐access support.
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Strong written communication skills, including the ability to prepare clear technical notes, client updates and recommendations.
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Professional customer‐service skills and the ability to explain technical issues to non‐technical users.
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The ability to work independently, manage competing priorities and elevate appropriately.
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A current unrestricted Australian driver licence and willingness to attend client sites across Maitland, the Hunter region, Newcastle and surrounding areas.
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Skills & Attributes
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Managed IT services provider or multi‐client support experience.
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WatchGuard firewall, AuthPoint or Mobile VPN support.
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UniFi network or Wi‐Fi support.
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Microsoft 365 administration, Exchange Online, Entra ID, OneDrive, SharePoint, Teams and Microsoft Admin Centre experience.
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Yealink, 3CX or other IP telephony and unified‐communications support.
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RMM, endpoint‐protection, backup,



remote‐support and ticketing‐system experience.
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Experience supporting business ISP transitions, DNS changes, domain management or connectivity troubleshooting.
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Cyber‐security awareness, security‐configuration support and authentication troubleshooting.
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Technical documentation, client reporting, solution recommendations or proposal preparation.
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A proven reliable team member with a hunger to learn.
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Analytical with good decision‐making abilities.
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Exceptional communication and client service focus.
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Ability to remain calm and decisive under pressure.
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Passionate about delivering quality outcomes and constantly looking for improvement opportunities.
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Why Join Imagine Now IT?
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At Imagine Now IT, we don't just fix problems - we empower people and businesses through smart, secure, and future‐ready technology solutions. Located in the heart of Maitland, we're a passionate team driven by innovation, integrity, and the desire to make tech support genuinely human.
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Here's why our team loves working here:
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Growth-Focused Culture
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We're big on professional development. Whether it's technical certifications, leadership pathways, or hands‐on project experience, we invest in your growth so you can thrive.
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Supportive Team Vibe
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You're never just a number here. Our collaborative environment means everyone has a voice, and support is always a tap on the shoulder (or a Teams call) away.
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Work That Matters
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We support businesses of all sizes – from local legends to enterprise clients – and every day brings new challenges and opportunities to make a real impact. Cutting-Edge Tech
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From cloud-first solutions to cybersecurity excellence, we stay at the forefront of technology so you can too.
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Values-Driven
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We believe in doing IT the right way – with honesty, care, and commitment. Our clients trust us because we deliver more than service – we deliver peace of mind.
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Our Values – What We Stand For
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At Imagine Now IT, our core values shape everything we do – from the way we support clients to how we grow our team. When you join us, you're not just taking a job – you're stepping into a culture built on:
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Ownership & Initiative – Move forward, give your best effort, and learn from mistakes.
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Inspiring Confidence – Lead with clarity, friendliness, and proactive support that builds trust.
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Results, Not Excuses – We go the extra mile to deliver the best outcomes for our clients.
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Pure Intentions, Honest Actions – Integrity first. Always. Even when it's tough.
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Always Learning, Always Growing – Personal growth and professional development are non‐negotiables here.
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If these values resonate with you, you'll feel right at home at Imagine Now IT.
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Ready to lead, inspire, and make an impact?

📌 Customer Support Officer - It (New South Wales)
🏢 Imagine Now IT
📍 New South Wales