ICT Customer Support Officer

MELGRAND PRECAST PTY LTD; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Job summary

MELGRAND PRECAST PTY LTD is seeking a proactive IT Support Officer to deliver Level 1–2 support across our national operations. In this hands‑on role, you’ll manage helpdesk requests, diagnose issues with hardware, software, and connectivity, and ensure our teams have the tools and support they need to operate effectively.

You will support intranet, workforce management, booking and ticketing systems, maintain documentation, and assist with IT projects, testing, rollout activities, and

Qualifications

• Qualifications in Information Technology or a related discipline.
• Relevant ICT customer support experience.
• Experience providing Level 1–2 support across hardware, software and end‑user devices.
• Strong troubleshooting skills and clear, user‑focussed communication.
• Understanding of basic networking and end‑user technology support.

Responsibilities

• Provide Level 1–2 technical support to users, diagnosing and resolving hardware, software, system and connectivity issues.
• Manage helpdesk requests from initial diagnosis through to resolution or escalation.
• Support intranet, workforce management, booking platforms and ticketing systems.
• Maintain accurate records of incidents and solutions; update technical documentation.
• Assist with IT projects, system improvements, testing and rollout activities.

Skills

IT support (L1-L2)

Helpdesk

Customer service

Networking basics

Documentation

Troubleshooting

Education

IT qualification

Tools

Ticketing systems

Intranet

Remote Desktop (RDP)

Job description

Job Type: Permanent position | Full time position

Job Description

About the Role We’re seeking a proactive and customer-focused IT Support Officer to provide reliable, high-quality technical support across Melgrand’s national operations. In this hands‑on role, you’ll be responsible for delivering Level 1–2 IT support, managing helpdesk requests, maintaining IT systems and hardware, and ensuring our teams have the tools and support they need to operate effectively.

Main Tasks and Responsibilities

Provide Level 1–2 technical support to users, diagnosing and resolving hardware, software, system and connectivity issues. Deliver timely, clear, and professional communication to users throughout the support process. Support core business systems including intranet, workforce management, booking platforms, and ticketing systems. Manage user accounts, permissions, and access requests in line with internal processes. Diagnose hardware and peripheral equipment issues and coordinate or undertake the repair, replacement and configuration of terminals, printers, modems and other end‑user devices. Designing and maintaining websites. Implementing computer networks. Assist with the configuration and ongoing support of network connectivity and related ICT infrastructure. Assist with IT projects, system improvements, testing, and rollout activities. Assess software and hardware requirements and recommend appropriate solutions to resolve user and system issues. Support onboarding of new staff, including system access, device setup, and induction assistance. Manage helpdesk requests from initial diagnosis through to resolution or escalation and maintain accurate records of incidents and solutions. Maintain technical documentation, user guides and records of recurring technical issues and resolutions.

Relevant Qualifications

Qualifications in Information Technology or a related discipline.

Relevant Experience

Relevant experience in ICT Customer Support. Minimum of 4 years of? relevant work experience in ICT customer support, helpdesk or a related technical support environment.

Demonstrated experience providing Level 1–2 support across hardware, software, applications and end‑user devices. Experience troubleshooting technical issues and supporting business systems and user access.

Relevant Skills

Understanding of basic networking and end‑user technology support. High attention to detail and a structured approach to documentation. Excellent communication and customer service skills with a user‑first mindset. Strong troubleshooting skills across devices, systems, and applications.