ICT Customer Support Officer

Job Description

This position encompasses diagnosing and resolving hardware and software issues, providing user guidance and education, and contributing to the ongoing efficiency and security of ERP systems, eCommerce stores, POS environments, networks, and web hosting services. By upholding high standards of support, the role directly supports client satisfaction, operational uptime, and the company’s reputation as a dependable technology partner. Key Responsibilities:

Respond promptly to client and internal queries regarding software, hardware, network, and system-related problems via phone, email, remote tools, or in-person support. Diagnose, troubleshoot, and resolve technical issues with ERP systems, eCommerce platforms, POS solutions, computer hardware, and network infrastructure. Install, configure, download, and maintain appropriate software applications, updates, and security patches to meet user requirements.

Provide education and guidance to users on the effective and efficient use of applications, equipment, and digital solutions. Adapt existing programs or configurations where needed to align with specific business workflows. Monitor system performance, implement basic data security and backup procedures, and assist with minor network implementations or website maintenance.

Repair or replace peripheral equipment such as printers, modems, and other hardware components as required. Document all support activities, maintain accurate records, and contribute to internal knowledge bases for continuous improvement. Requirements:

Australian citizens and permanent residents are encouraged to apply. Diploma in Information Technology, Computer Systems, or a related field. 1 year of relevant experience in ICT customer support.