ICT Customer Support Officer

AI Talent; Sydney; On-site; AUD 70,000 - 120,000; Full time

Job summary

AI Talent is seeking an ICT Customer Support Officer in Sydney, Australia, to deliver high-quality technical assistance to end users across the organisation. You will diagnose hardware and software issues, support infrastructure deployment, and help staff utilise technology effectively.

The role requires strong communication, a customer-focused mindset, and the ability to handle multiple priorities in a fast-paced environment.

Qualifications

• Certificate IV or Diploma in IT or equivalent experience is required.
• Experience in ICT support, help desk, or technical services is required.
• Solid understanding of PC hardware, software, and operating systems (Windows/macOS).
• Experience installing, configuring, and troubleshooting software and peripheral equipment.

Responsibilities

• Respond to user queries via phone, email, or in person with clear guidance.
• Diagnose and troubleshoot issues across systems and devices; escalate as needed.
• Install, configure, and update software and OS for users.
• Maintain records of support requests and asset inventory using ticketing systems.
• Provide knowledge base articles and user guides.

Skills

Customer service

Communication

Analytical thinking

Multitasking

Education

Certificate IV or Diploma in Information Technology

Bachelor's degree in IT/CS (preferred)

IT certifications (CompTIA A+/Network+, M365, ITIL)

Tools

Active Directory

Microsoft 365

Remote desktop tools

CMS

IT ticketing systems

Job description

Job Type: Permanent position | Full time position

Job Description

ICT Customer Support Officer

Position Overview We are looking for a motivated and technically proficient ICT Customer Support Officer to join our team and deliver high-quality technical assistance to end users across the organisation. In this role, you will be responsible for diagnosing and resolving hardware and software issues, supporting the deployment and maintenance of computer infrastructure, and ensuring staff can make effective use of technology in their day-to-day work.

You will bring strong communication skills, a customer-focused mindset, and the ability to work efficiently in a fast-paced environment. This position is well suited to a detail-oriented professional who thrives on problem-solving and is committed to delivering outstanding service.

Key Responsibilities

• Respond promptly and professionally to user queries regarding hardware and software problems, providing clear guidance and timely resolutions via phone, email, or in person
• Diagnose and troubleshoot technical issues across a range of systems, applications, and devices, escalating complex matters to senior technical staff where appropriate
• Assess software and hardware requirements to develop practical solutions that meet user and business needs
• Install, configure, and update software applications and operating systems, ensuring compatibility and optimal performance across user environments
• Adapt and modify existing programmes and applications to align with evolving user requirements and organisational workflows
• Repair, replace, and maintain peripheral equipment including printers, terminals, modems, and other connected devices
• Assist in the implementation and maintenance of computer networks, contributing to the configuration and ongoing support of network infrastructure
• Support the design, maintenance, and updating of websites and internal digital platforms as required
• Promote and educate end users on the efficient and effective use of applications, equipment, and IT systems to maximise productivity
• Maintain accurate records of support requests, resolutions, and equipment inventory using ticketing and asset management systems
• Contribute to the development and documentation of IT support procedures, user guides, and knowledge base articles
• Provide support within a call centre environment where required, handling a high volume of inbound technical queries with professionalism and efficiency

Required Qualifications & Skills

• Certificate IV or Diploma in Information Technology, Network Engineering, or a related discipline, or equivalent practical experience
• Demonstrated experience in an ICT support, help desk, or technical services role
• Solid understanding of computer hardware, software applications, and operating systems (Windows and/or macOS)
• Experience installing, configuring, and troubleshooting software and peripheral equipment
• Familiarity with networking fundamentals including TCP/IP, DNS, DHCP, and basic network troubleshooting
• Proficiency in using IT ticketing and asset management systems to log, track, and resolve support requests
• Strong analytical and problem-solving skills with the ability to diagnose issues methodically and efficiently
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users
• Customer-focused attitude with a professional, patient, and approachable manner
• Ability to manage multiple priorities, work independently, and perform effectively under pressure

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field
• Industry certifications such as CompTIA A+, CompTIA Network+, Microsoft 365 Certified, or ITIL Foundation
• Experience supporting users in a call centre or high-volume help desk environment
• Knowledge of Active Directory, Microsoft 365, and remote desktop support tools
• Familiarity with website content management systems (CMS) and basic web maintenance tasks
• Experience working within ITIL or other IT service management frameworks

Why Join Us?

• Be part of a collaborative, inclusive team culture that values continuous learning and professional growth
• Access ongoing training, certifications, and career development opportunities to advance your ICT career
• Enjoy flexibility in your working arrangements, with a consistent and structured shift schedule to support work-life balance
• Contribute to meaningful work that directly supports staff productivity and organisational success
• Competitive remuneration package with superannuation, recognising your skills and experience

Job Details

• Job Type: Full-time, Permanent
• Work Schedule: 8-hour shift
• Salary: $70,000 – $120,000 per year + Super