Customer Support Officer - IT

Imagine Now IT; Maitland City Council; On-site; AUD 60,000 - 80,000; Full time

Job summary

Imagine Now IT in Maitland, NSW, is seeking an IT Customer Support Officer for hands-on, on-site technical support across a dynamic client base. This role is not remote, with opportunities to grow within a fast-paced team.

You will diagnose Windows and Microsoft 365 issues, handle network troubleshooting, and assist with client onboarding, documentation, and communications to deliver high-quality ICT solutions.

Qualifications

• ICT qualification or equivalent practical ICT support experience.
• 1–2 years in ICT support, service desk or similar client-facing role.
• Ability to investigate, document and resolve issues with technical judgement.
• Experience with Microsoft 365 and related cloud services.

Responsibilities

• Provide remote and onsite support to business clients.
• Document and resolve support requests in ticketing system.
• Troubleshoot Windows desktop, laptops, software and peripherals.
• Support Microsoft 365 environments: Entra ID, Exchange Online, OneDrive, Teams.
• Troubleshoot networking: DNS, Wi‑Fi, VPN, firewall, remote access.
• Assist with onboarding, new computer setup and endpoint deployment.
• Prepare accurate notes, summaries, and proposals.
• Meet with clients onsite or remotely to explain solutions.

Skills

Customer support

Windows troubleshooting

Networking basics

Communication skills

Education

ICT qualification (Diploma/Bachelor)

Tools

Microsoft 365

Entra ID

OneDrive

Teams

WatchGuard

Job description

Join a team where ownership, integrity, and growth aren’t just words - they’re how we do IT.

At Imagine Now IT, we empower clients, grow our people, and deliver with purpose. This is a place where learning never stops, results matter, and your voice makes a real impact.

We’re looking for a skilled and motivated IT Customer Support Officer who is looking to progress their career with great opportunities for growth and advancement, providing hands‑on technical support across a dynamic client base. Please note that this is NOT a remote role.

Imagine Now IT is seeking an experienced and driven IT Customer Support Officer within our fast-paced, dynamic IT support team.

________________________________________

About the Role:

Join a team where ownership, integrity, and growth aren’t just words - they’re how we do IT.

At Imagine Now IT, we empower clients, grow our people, and deliver with purpose. This is a place where learning never stops, results matter, and your voice makes a real impact.

We’re looking for a skilled and motivated IT Customer Support Officer who is looking to progress their career with great opportunities for growth and advancement, providing hands‑on technical support across a dynamic client base. Please note that this is NOT a remote role.

Imagine Now IT is seeking an experienced and driven IT Customer Support Officer within our fast-paced, dynamic IT support team.

________________________________________

Key Responsibilities:

• Provide remote and onsite support to business clients.
• Receive, assess, prioritise, document and resolve support requests through the company ticketing system.
• Diagnose and troubleshoot Windows desktop, laptop, software, peripheral, printer and endpoint issues.
• Support Microsoft 365 client environments, including user access, Microsoft Entra ID, Exchange Online, OneDrive, Teams, licence‑related enquiries, delegated mailbox access and authentication‑related support.
• Troubleshoot network connectivity issues involving business internet services, DNS dependencies, Wi‑Fi, remote access, VPNs, routers, switches and firewall‑related configurations.
• Assist with WatchGuard, AuthPoint and Mobile VPN support, including remote‑access and multi‑factor‑authentication issues in accordance with established procedures.
• Support IP telephony and communications systems, including Yealink desk phones, user profiles, quick‑call configuration, endpoint/headset testing and basic call‑quality troubleshooting.
• Assist with client internet‑service changes, ISP transition activities, DNS‑related dependencies and connectivity testing.
• Support cloud‑hosted and remote‑desktop printing environments, including printer/scanner connectivity assessment and related DNS or network troubleshooting.
• Assist with client onboarding, new‑computer setup, endpoint deployment, client technology changes, domain‑management tasks and small‑to‑medium ICT projects.
• Review technical documentation, vendor guidance and existing client configurations to identify practical solutions.
• Prepare accurate ticket notes, work summaries, client follow‑up messages, technical documentation, recommendations and service proposals.
• Meet with clients onsite or remotely to assess issues, explain solutions in plain language and provide professional ICT guidance.
• Escalate high‑risk, complex, project‑related or commercial matters to the Level 3 Technician, General Manager, Project Manager, Director or external vendor as appropriate.
• Participate in the company’s after‑hours support and monitoring arrangements, subject to the final roster and employment conditions.

________________________________________

What We’re Looking For:

• A relevant ICT qualification, such as a Diploma, Advanced Diploma, Bachelor degree or equivalent demonstrated practical ICT support experience.
• At least one to two years of relevant experience in an ICT support, managed‑service‑provider, service‑desk, systems‑support or similar client‑facing technical role.
• Demonstrated ability to investigate and resolve issues that require assessment, research, documentation review, configuration, testing and technical judgement.
• Experience supporting Microsoft 365 and related business‑cloud services.
• Practical Windows endpoint, business‑application, hardware, printer and peripheral troubleshooting skills.
• Working knowledge of networking principles, including DNS, Wi‑Fi, VPN, internet connectivity, firewall‑related troubleshooting and remote‑access support.
• Strong written communication skills, including the ability to prepare clear technical notes, client updates and recommendations.
• Professional customer‑service skills and the ability to explain technical issues to non‑technical users.
• The ability to work independently, manage competing priorities and elevate appropriately.
• A current unrestricted Australian driver licence and willingness to attend client sites across Maitland, the Hunter region, Newcastle and surrounding areas.

________________________________________

Skills & Attributes

• Managed IT services provider or multi‑client support experience.
• WatchGuard firewall, AuthPoint or Mobile VPN support.
• UniFi network or Wi‑Fi support.
• Microsoft 365 administration, Exchange Online, Entra ID, OneDrive, SharePoint, Teams and Microsoft Admin Centre experience.
• Yealink, 3CX or other IP telephony and unified‑communications support.
• RMM, endpoint‑protection, backup, remote‑support and ticketing‑system experience.
• Experience supporting business ISP transitions, DNS changes, domain management or connectivity troubleshooting.
• Cyber‑security awareness, security‑configuration support and authentication troubleshooting.
• Technical documentation, client reporting, solution recommendations or proposal preparation.
• A proven reliable team member with a hunger to learn.
• Analytical with good decision‑making abilities.
• Exceptional communication and client service focus.
• Ability to remain calm and decisive under pressure.
• Passionate about delivering quality outcomes and constantly looking for improvement opportunities.

________________________________________

Why Join Imagine Now IT?

• At Imagine Now IT, we don’t just fix problems - we empower people and businesses through smart, secure, and future‑ready technology solutions. Located in the heart of Maitland, we’re a passionate team driven by innovation, integrity, and the desire to make tech support genuinely human.

Here’s why our team loves working here:

• Growth-Focused Culture
• We’re big on professional development. Whether it’s technical certifications, leadership pathways, or hands‑on project experience, we invest in your growth so you can thrive.
• Supportive Team Vibe
• You’re never just a number here. Our collaborative environment means everyone has a voice, and support is always a tap on the shoulder (or a Teams call) away.
• Work That Matters
• We support businesses of all sizes – from local legends to enterprise clients – and every day brings new challenges and opportunities to make a real impact. Cutting-Edge Tech
• From cloud-first solutions to cybersecurity excellence, we stay at the forefront of technology so you can too.
• Values-Driven
• We believe in doing IT the right way – with honesty, care, and commitment. Our clients trust us because we deliver more than service – we deliver peace of mind.

________________________________________

Our Values – What We Stand For

At Imagine Now IT, our core values shape everything we do – from the way we support clients to how we grow our team. When you join us, you’re not just taking a job – you’re stepping into a culture built on:

• Ownership & Initiative – Move forward, give your best effort, and learn from mistakes.
• Inspiring Confidence – Lead with clarity, friendliness, and proactive support that builds trust.
• Results, Not Excuses – We go the extra mile to deliver the best outcomes for our clients.
• Pure Intentions, Honest Actions – Integrity first. Always. Even when it’s tough.
• Always Learning, Always Growing – Personal growth and professional development are non‑negotiables here.

If these values resonate with you, you’ll feel right at home at Imagine Now IT.

Ready to lead, inspire, and make an impact?