ICT Customer Support Officer

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.

For more information, visit www.axiomtechnologies.com.

Axiom Technologies is an equal opportunity employer. We encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander candidates.

About the position

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.

This is a hands-on support position requiring strong troubleshooting skills, sound knowledge of Windows environments and the ability to manage incidents and service requests within agreed service standards.

Key responsibilities

• Provide technical support to users experiencing hardware, software, operating system, network and peripheral-device issues.
• Receive, investigate and resolve incidents and service requests through telephone, email, remote-support tools and approved ticketing systems.
• Diagnose technical problems by gathering information from users, reviewing system symptoms and applying appropriate troubleshooting procedures.
• Install, configure, maintain and support desktops, laptops, mobile devices, printers, approved applications and related ICT equipment.
• Support Windows operating systems, Microsoft 365 applications, user accounts, email, remote-access services and standard business applications.
• Assist with device deployment, software installation, system upgrades, security updates and workstation migration activities.
• Create, modify and disable user accounts and access permissions in accordance with authorised procedures.
• Escalate complex or unresolved incidents to relevant technical teams and coordinate with vendors or service providers where required.
• Monitor assigned incidents and service requests, provide progress updates to users and confirm satisfactory resolution before closure.
• Record fault details, diagnostic steps, resolutions and equipment information accurately in the service-management system.
• Prepare and maintain user guides, technical instructions, knowledge-base articles and support documentation.
• Identify recurring technical issues and recommend improvements to systems, support procedures and user guidance.
• Assist users with the effective operation of ICT systems and provide basic training where required.
• Comply with the organisation’s information-security, privacy, workplace health and safety, and service-management requirements.

Skills and experience

• Relevant qualification in information technology, computer science, networking or a related discipline.
• Relevant experience in ICT customer support, service desk, desktop support or a comparable technical-support position.
• Demonstrated ability to diagnose and resolve hardware, software, connectivity and user-access problems.
• Experience supporting Windows desktops and laptops, Microsoft 365, email, printers and common business applications.
• Familiarity with Active Directory, remote-support tools, service-management systems and incident-escalation procedures.
• Knowledge of networking fundamentals, including TCP/IP, Wi-Fi, VPN and basic connectivity troubleshooting.
• Strong written and verbal communication skills, with the ability to explain technical matters clearly to non-technical users.
• Strong attention to detail and the ability to prioritise multiple incidents and service requests.
• Ability to work independently and collaboratively in a service-focused technical environment.

Desirable experience

• Experience with Microsoft Endpoint Configuration Manager/SCCM, Microsoft Intune or similar device-management tools.
• Experience supporting Citrix, antivirus, endpoint-security or remote-access platforms.
• Knowledge of ITIL-based incident, request and problem-management practices.
• Experience providing technical support within a managed-services or enterprise environment.

How to apply

Please submit your resume and a cover letter explaining your relevant qualifications, technical-support experience and suitability for the position through the advertising platform or by email to careers.au@axiomtechnologies.com.

Apply here - https://zfrmz.com.au/dM1IksTZUIpZFpw9htjl