ICT Customer Support Officer [KFO - KITCHEN FACTORY ONLINE PTY LTD, trading as Kitchen Factory Online]

Job Type: Permanent position | Full time position

Job Description

Our client, KFO

- KITCHEN FACTORY ONLINE PTY LTD, trading as Kitchen Factory Online, is an established kitchen manufacturing and e-commerce business based at 23 Forrester Street, Kingsgrove NSW 2208.

The company designs and manufactures custom modular kitchens, cabinetry, and joinery components, combining factory-based CNC machinery with a direct online ordering portal. To keep both workshop production and office operations running without interruption, the business maintains an active internal IT setting across local networks, Windows servers, factory workstations, and web platforms. The business is now seeking a capable and practical full-time ICT Customer Support Officer to join their team in Kingsgrove, NSW.

Reporting to management, the role handles day-to-day technical support for office and workshop employees, maintains computer systems and network connectivity, and assists trade and retail customers who encounter issues with the online ordering system. The position involves hands‑on troubleshooting, workstation and user account setup, basic network maintenance, and coordinating with external technical providers when necessary. This is a permanent, full‑time position offering a salary of $75,000 to $85,000 AUD per annum, plus superannuation, commensurate with the candidate's technical skills, qualifications, and industry experience.

SCOPE OF THE ROLE:

- Diagnosing and resolving day‑to‑day hardware, software, workstation,



and network issues reported by office employees and factory personnel, ensuring minimal operational downtime.
- Providing direct technical support to external customers experiencing access, navigation, payment gateway, or technical difficulties with the company's online ordering portal.
- Configuring, deploying, and maintaining desktop computers, factory terminals, printers, and peripheral devices, while managing user accounts, permissions, and email setups across Active Directory and Microsoft 365 environments.
- Troubleshooting remote desktop connections, VPN access, shared drives, and network connectivity to ensure staff can access necessary corporate applications and databases reliably.
- Maintaining, monitoring, and troubleshooting local area networks (LAN), Windows servers, routers, switches, and core networking protocols including TCP/IP, DHCP, and DNS.
- Monitoring web portal uptime and performance, investigating technical anomalies, and collaborating with management and external developers to maintain site stability and positive user experience.
- Installing, updating, and supporting specialized manufacturing software, including Cabinet Vision and computer interfaces connected to CNC machinery and edge‑banding equipment on the factory floor.
- Supporting system backups,



user access permissions, and routine cybersecurity protocols to ensure company data integrity, business continuity, and secure digital operations.
- Identifying IT hardware and software requirements, coordinating equipment repairs and warranty replacements, and liaising with external IT vendors and service providers when specialized intervention is needed.
- Maintaining precise technical documentation, IT asset inventories, software licensing records, and standard operating procedures for user setup and system maintenance.
- Enforcing strict Work Health and Safety (WHS) protocols during all IT deployments and equipment servicing, ensuring safe power management and tidy cabling across both office and factory environments.

TO BE CONSIDERED FOR THIS ROLE, YOU SHOULD:

- Hold a relevant qualification in Information Technology, Computer Science, or a related discipline (AQF Diploma, Bachelor's Degree, or Master's Degree), or equivalent practical industry experience.
- Have at least 2 to 3 years of hands‑on experience in IT support, helpdesk, or systems administration roles, preferably within a commercial, wholesale, or manufacturing setting.
- Practical experience supporting Windows 10/11 desktops, Windows Server environments, Active Directory user accounts, and Microsoft 365 applications.
- Sound knowledge of networking fundamentals, including TCP/IP, routers, switches, shared network drives, remote desktop, and VPN troubleshooting.
- Proven ability to diagnose and resolve day‑to‑day hardware, software, and connectivity problems independe

📌 ICT Customer Support Officer (Sydney)
🏢 Koala Solutions
📍 Sydney