ICT Customer Support Officer

Efficient Recruitment Services Pty Ltd; City of Melbourne; On-site; AUD 80,000 - 90,000; Full time

Benefits offered by this job

Superannuation

Permanent full-time

Job summary

Efficient Recruitment Services Pty Ltd – Moonee Ponds VIC is seeking an ICT Customer Support Officer to support Farris Care Services Pty Ltd. The role is full-time, permanent, offering AUD 80,000 to 90,000 plus superannuation, based in Moonee Ponds.

The successful candidate will troubleshoot hardware, software and network issues and maintain documentation and user support across multiple platforms. The position requires prior ICT support experience, a relevant trade qualification, and strong

Qualifications

• Minimum one year of verifiable relevant work experience supported by a relevant trade qualification.
• Holds a relevant qualification, providing a strong educational foundation supporting the technical and analytical skills required for the role.
• Strong communication skills, able to explain technical issues clearly to users with varying levels of IT literacy.
• Problem-solving and analytical skills to diagnose issues accurately and identify solutions under time pressure.
• Customer service orientation, given the role's function as a first point of contact for technical queries.

Responsibilities

• Determined software and hardware requirements to provide solutions to problems, by assessing the day-to-day technology needs of staff, support workers and contracted partners, and recommending appropriate fixes or upgrades.
• Responded to inquiries about software and hardware problems, acting as the first point of contact for technical issues and ensuring timely, high-quality resolutions.
• Performed first- and second-level diagnostics on reported issues, escalating more complex problems to appropriate specialists where required, and retaining ownership of tickets until fully resolved.
• Adapted existing programs and cloud-based platforms to meet users' requirements, configuring systems such as Microsoft 365, Google Workspace, OneDrive and Dropbox so they aligned with workflows.
• Installed, configured and maintained operating systems and business applications on staff devices, ensuring software was correctly set up and licensed.
• Ensured staff training on system use and clear communication of technical information to users with varying IT literacy levels.
• Managed user accounts, access permissions and configuration settings for staff and contracted partners, supporting secure access to systems.
• Implemented and maintained computer networks, monitoring connectivity and troubleshooting network issues to keep staff connected across office and community-based work.
• Provided onsite and remote technical support for desktops, laptops, tablets and mobile devices (Apple and Android).
• Diagnosed and coordinated repair or replacement of peripheral equipment to minimise disruption to operations.
• Operated a help-desk function, handling inbound tech support requests and tracking issues to resolution.

Skills

Troubleshooting

Customer service

Communication

Time management

Education

Trade qualification

Tools

Microsoft 365

Google Workspace

OneDrive

Dropbox

Job description

Efficient Recruitment Services Pty Ltd – Moonee Ponds VIC

Job Type: Permanent position | Full time position

Job Description

Employer – Farris Care Services Pty Ltd Position Title – ICT Customer Support Officer Employment Type - Full-time Salary Offered – AUD 80,000 to 90,000 + Superannuation Location – 2/116 Pascoe Vale Road, Moonee Ponds VIC 3039 Experience - 1 year experience About Us Farris Care Services Pty Ltd is a registered NDIS and aged care provider based in Moonee Ponds, Victoria, specialising in the delivery of high-quality support coordination, personal care, nursing, allied health, and Home Care Package services.

The company is committed to providing person-centred, reliable and compassionate care to its participants and clients while maintaining the highest standards of service quality, data security and operational efficiency across its systems and infrastructure. Due to continued business growth, Farris Care Services is seeking an experienced and motivated ICT Customer Support Officer to join its operations team. The successful candidate will have proven experience in providing technical support and troubleshooting for hardware, software and network issues, the ability to install, configure and maintain business applications and systems, and strong attention to detail in resolving user queries efficiently.

The role requires a commitment to delivering timely, high-quality technical assistance, maintaining accurate documentation, and contributing effectively within a collaborative, client-focused organisation.

Key Responsibilities

• Determined software and hardware requirements to provide solutions to problems, by assessing the day-to-day technology needs of Farris Care Services staff, support workers and contracted partners, and recommending appropriate fixes or upgrades.
• Responded to inquiries about software and hardware problems, acting as the first point of contact for technical issues raised via phone, email and ticketing systems, and ensuring timely, high-quality resolutions.
• Performed first- and second-level diagnostics on reported issues, working through structured troubleshooting steps, escalating more complex problems to appropriate specialists where required, and retaining ownership of tickets until they were fully resolved.
• Adapted existing programs and cloud-based platforms to meet users' requirements, configuring systems such as Microsoft 365, Google Workspace, OneDrive and Dropbox so they aligned with the workflows of care coordination, administrative and support staff.
• Installed, configured and maintained operating systems and business applications on staff devices, ensuring software was correctly set up, licensed and kept current for day-to-day use.
• Ensured efficient use of applications and equipment by training staff and contracted partners on system use, and by communicating technical information clearly to users with varying levels of IT literacy.
• Managed user accounts, access permissions and configuration settings for staff and contracted partners, supporting appropriate and secure access to organisational systems.
• Implemented and maintained computer networks, monitoring connectivity, supporting remote-access tools, and troubleshooting network issues to keep staff connected across office and community-based work.
• Provided onsite and remote technical support for desktops, laptops, tablets and mobile devices (Apple and Android), assisting staff regardless of their location.
• Diagnosed and coordinated repair or replacement of peripheral equipment and hardware, such as printers, modems and other office devices, to minimise disruption to operations.
• Operated a help-desk-style support function, managing inbound technical support requests through phone, email and a ticketing system, and tracking each issue from initial report through to resolution.
• Maintained ICT documentation, including asset registers, incident logs, troubleshooting guides and process notes, to support consistent and traceable IT service delivery over time.

To be successful in this role, it is essential you have:

• Minimum one year of verifiable relevant work experience supported by a relevant trade qualification
• Holds a relevant qualification, providing a strong educational foundation supporting the technical and analytical skills required for the role.
• Strong communication skills, able to explain technical issues clearly to users with varying levels of IT literacy.
• Problem-solving and analytical skills to diagnose issues accurately and identify solutions under time pressure.
• Customer service orientation, given the role's function as a first point of contact for technical queries.
• Time management skills to prioritise and track multiple support requests through to resolution.

Join Farris Care Services Pty Ltd and become part of a dedicated team committed to delivering exceptional care and reliable technical support across our operations. We look forward to welcoming a motivated and experienced ICT Customer Support Officer who is committed to delivering outstanding technical service and contributing to the continued success of the company.