ICT Support Engineer – Level 1

Job Description

About the role 

Reporting to the Team Leader, IT Security, and Infrastructure, you will work within a small dynamic team and be responsible for the provision of timely and efficient IT technical support services to the business on a national scale. The role will suit a service-orientated person who is composed, patient and is able to deal with multiple enquiries and issues, providing quick responses and accurate results.

Responsibilities

• Provide first-level technical support to end-users, troubleshooting hardware, software, network connectivity and email-related issues
• Log, prioritise and manage support tickets via a ticketing system (e.g. ServiceNow, Zendesk), ensuring timely resolution
• Deliver excellent, professional and courteous customer service to internal stakeholders
• Maintain accurate documentation of support procedures, known issues and resolutions, including knowledge base articles
• Assist with the setup, installation and maintenance of desktops, laptops, printers and other hardware
• Support users with software installation, updates and troubleshooting of standard applications and operating systems
• Provide basic training and guidance to end-users on IT systems and applications
• Promote and enforce IT security policies, including data security and password management best practices
• Collaborate with Level 2/3 support, infrastructure and security teams to escalate and resolve complex issues
• Carry out legislated Health and Safety “Officer Duties” — staying current with WHS matters, identifying and mitigating risks, and supporting consultation and training processes
• Ensure personal conduct supports a safe working environment for yourself and others
• Comply with Quality Assurance (QA) and Health, Safety and Environmental (HSE) policies and procedures
• Identify and escalate potential issues affecting the quality of products and services
• Recommend improvements to organisational policies and processes
• Perform other duties as directed

Skills & Competencies

• Strong written communication skills — proposals, reports and documentation
• Intermediate Excel skills
• Intermediate hardware and software installation and troubleshooting skills
• Strong analytical and problem-solving abilities
• Experience providing technical assistance and support across computer systems, software and hardware
• Ability to install, modify and repair computer hardware and software
• Knowledge of resolving issues across LANs, WANs and Wi-Fi networks
• Experience installing computer peripherals
• Excellent customer-facing and consultative skills
• Commitment to ongoing self-development (technical and behavioural)

Qualification and Experience

• Degree in Information Technology or equivalent (preferred)
• Degree in Network Engineering or Systems Administration (desirable)

• Understanding of security practices for handling and disposing of classified data, documents and devices
• Change management and user adoption experience, including training design and e-learning
• Basic project management — defining, implementing and monitoring tasks

Are you interested in this position?

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

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