IT Specialist Customer Support Officer

We are seeking a practical and technically capable IT Specialist Customer Support Officer based in Adelaide to provide Level 2 field and remote support across retail and enterprise environments.

This is a hands-on role combining onsite field support, hardware installation and troubleshooting, networking, infrastructure deployment and remote technical support. The successful candidate will be comfortable working independently at customer sites as well as supporting technicians and users remotely.

Key Responsibilities

- Provide Level 2 onsite and remote technical support.
- Install, configure, troubleshoot and repair desktops, laptops, POS equipment, printers and peripherals.
- Troubleshoot infrastructure hardware including servers, switches, firewalls, wireless access points (WAPs), UPS equipment and network devices.
- Install, rack and physically configure servers, switches, firewalls, UPS and other network equipment.
- Perform local console connections, basic network configuration and network diagnostics.
- Support Windows, Microsoft 365, Active Directory and user account/access administration.
- Install, configure and troubleshoot software, operating systems and business applications.
- Support retail and enterprise technology rollouts, upgrades, equipment refreshes and remediation projects.
- Maintain high standards of rack, patching and cable management.
- Manage incidents and service requests through ticketing/ITSM platforms such as Jira and Salesforce.
- Maintain equipment, parts and project inventory.
- Produce technical documentation and assist with training field technicians.




- Communicate effectively with customers, end users and remote technical teams.

Requirements

Technical Skills & Experience Experience across a combination of the following is highly regarded:

- Windows desktop environments and Windows Server 2016+.
- Microsoft 365 administration and account provisioning.
- Active Directory, permissions and access management.
- TCP/IP, DNS, DHCP, Wi-Fi and general network troubleshooting.
- Linux environments including RHEL and CentOS.
- Cisco networking and automation technologies, including NSO/CVIM.
- Salesforce administration and Power BI.
- Mimecast and CrowdStrike environments.
- Jira, Salesforce or similar ITSM/ticketing platforms.
- Mobile device support across iOS and Android.
- Retail/POS hardware and enterprise infrastructure.

Must Have Requirements

- Valid Australian driver's licence and reliable vehicle.
- Own basic field tools, including drill and appropriate bits, network tester and console cable.
- Comfortable undertaking physical installation and equipment racking.
- Ability to work safely at heights.
- Availability for overnight, after-hours and on-call work.
- Travel to regional or remote locations and away from home for weeks at a time when required on short notice.
- Strong troubleshooting and problem-solving skills.
- Excellent written and verbal communication skills, including the ability to explain and document technical issues.
- Able to work independently in fast-paced and rapidly changing project environments.

Perks

- Full-Time Permanent Position
- Annual Salary $75K-$85K plus Super
- Company Working for: Information Management Integration Pty Ltd

📌 IT Specialist Customer Support Officer (Adelaide)
🏢 Helios Talent
📍 Adelaide