ICT Customer Support Officer

Job Description

Key Responsibilities

• Respond promptly and professionally to user queries regarding hardware and software problems, providing clear guidance and timely resolutions via phone, email, or in person
• Diagnose and troubleshoot technical issues across a range of systems, applications, and devices, escalating complex matters to senior technical staff where appropriate
• Assess software and hardware requirements to develop practical solutions that meet user and business needs
• Install, configure, and update software applications and operating systems, ensuring compatibility and optimal performance across user environments
• Adapt and modify existing programmes and applications to align with evolving user requirements and organisational workflows
• Repair, replace, and maintain peripheral equipment including printers, terminals, modems, and other connected devices
• Assist in the implementation and maintenance of computer networks, contributing to the configuration and ongoing support of network infrastructure
• Support the design, maintenance, and updating of websites and internal digital platforms as required
• Promote and educate end users on the efficient and effective use of applications, equipment, and IT systems to maximise productivity
• Maintain accurate records of support requests, resolutions, and equipment inventory using ticketing and asset management systems
• Contribute to the development and documentation of IT support procedures, user guides, and knowledge base articles
• Provide support within a call centre environment where required, handling a high volume of inbound technical queries with professionalism and efficiency

Required Qualifications & Skills

• Certificate IV or Diploma in Information Technology, Network Engineering, or a related discipline, or equivalent practical experience
• Demonstrated experience in an ICT support, help desk, or technical services role
• Solid understanding of computer hardware, software applications, and operating systems (Windows and/or macOS)
• Experience installing, configuring, and troubleshooting software and peripheral equipment
• Familiarity with networking fundamentals including TCP/IP, DNS, DHCP, and basic network troubleshooting
• Proficiency in using IT ticketing and asset management systems to log, track, and resolve support requests
• Strong analytical and problem-solving skills with the ability to diagnose issues methodically and efficiently
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users
• Customer-focused attitude with a professional, patient, and approachable manner
• Ability to manage multiple priorities, work independently, and perform effectively under pressure

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• Industry certifications such as CompTIA A+, CompTIA Network+, Microsoft 365 Certified, or ITIL Foundation
• Experience supporting users in a call centre or high-volume help desk environment
• Knowledge of Active Directory, Microsoft 365, and remote desktop support tools
• Familiarity with website content management systems (CMS) and basic web maintenance tasks
• Experience working within ITIL or other IT service management frameworks

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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