ICT Customer Support Officer

mCare Digital Pty Ltd; Sydney; On-site; AUD 65,000 - 80,000; Full time

Job summary

mCare Digital Pty Ltd is hiring an ICT Customer Support Officer in Sydney to keep Wearable and Information Systems operational for enterprise and consumer customers. You will provide helpdesk and technical support, diagnose issues, and assist with configuring devices, applications and networks to ensure high service levels.

Ideal candidates have a diploma or higher in IT, at least 1 year of full-time experience, and strong knowledge of ICT troubleshooting, security and IoT provisioning systems

Qualifications

• Diploma or higher in IT, Information Systems or related field.
• At least 1 year full-time relevant industry experience.
• Strong ICT support and troubleshooting knowledge for OS, software, hardware.
• Experience maintaining wearable device firmware and IoT provisioning systems.
• Knowledge of CRM/IoT provisioning systems like ConnectiveCare.
• Understanding ICT security practices and access controls.
• Ability to support computer systems, applications, network connectivity and ICT equipment.

Responsibilities

• Provide helpdesk & technical support and guidance to users experiencing wearable, hardware, software, connectivity, network and system-related issues.
• Diagnose and resolve technical problems relating to wearable devices, computers, applications, operating systems, peripherals and other ICT equipment including ConnectiveCare and mobile Applications.
• Respond to enquiries and provide assistance with software and hardware issues by phone, email, service desk or in person.
• Assess technical requirements and recommend appropriate hardware, software and system solutions to resolve identified issues.
• Install, configure, update and maintain approved software, applications and operating systems in accordance with user and business requirements.
• Assist with the effective and efficient use of IoT applications like ConnectiveCare, systems and ICT equipment deployed for enterprise and consumer customers.
• Configure and troubleshoot wearable devices, computer workstations, printers, modems, terminals and other peripheral equipment.
• Repair, replace or arrange the replacement of faulty computer hardware and peripheral equipment where required.
• Monitor and follow up on reported technical issues, maintaining accurate records of troubleshooting activities and resolutions.
• Test, diagnose and deploy firmware, software to existing wearable & IoT devices in the field and future products rolled out by mCare Digital.

Skills

ICT Support

Troubleshooting

Wearable Tech

IoT Devices

CRM/IoT provisioning

Network Connectivity

Firmware Maintenance

Education

IT related Diploma or higher

Tools

ConnectiveCare

IoT provisioning platforms

Job description

mCare Digital Pty Ltd (ABN: 32161052571) is a 100% Australian-owned tech company focused on developing cutting-edge wearable and IoT solutions tailored to the needs of the Aged Care, Disability Support, and Personal Safety industries. Our advanced assistive technology enables carers, healthcare providers, government bodies, and monitoring services to remotely oversee and support individuals in real-time, ensuring safety and well-being through our integrated software platform and devices.

About the role

The ICT Customer Support Officer is responsible for ensuring that mCare's Wearable and Information Systems are operational and optimised to support our enterprise and consumer customers. The role involves facilitating helpdesk and technical customer support regarding issues arising from configuring and maintaining devices, applications, systems, infrastructure and connectivity for customers, service providers and stakeholders with ongoing support of these digital solutions. With a strong focus on wearable technology and associated applications the ICT Customer Support Officer contributes to both the technical and operational excellence of the company, supporting the ongoing improvement of user experience, compliance, and service delivery across all service pillars and industries.

Key responsibilities

• Provide helpdesk & technical support and guidance to users experiencing wearable, hardware, software, connectivity, network and system-related issues.
• Diagnose and resolve technical problems relating to wearable devices, computers, applications, operating systems, peripherals and other ICT equipment including ConnectiveCare and mobile Applications.
• Respond to enquiries and provide assistance with software and hardware issues by phone, email, service desk or in person.
• Assess technical requirements and recommend appropriate hardware, software and system solutions to resolve identified issues.
• Install, configure, update and maintain approved software, applications and operating systems in accordance with user and business requirements.
• Assist with the effective and efficient use of IoT applications like ConnectiveCare, systems and ICT equipment deployed for enterprise and consumer customers.
• Configure and troubleshoot wearable devices, computer workstations, printers, modems, terminals and other peripheral equipment.
• Repair, replace or arrange the replacement of faulty computer hardware and peripheral equipment where required.
• Monitor and follow up on reported technical issues, maintaining accurate records of troubleshooting activities and resolutions.
• Test, diagnose and deploy firmware, software to existing wearable & IoT devices in the field and future products rolled out by mCare Digital.

About you

• Diploma or higher qualification in information technology, Information Systems, Computer Science, or a related discipline
• Minimum 1 year of full-time relevant industry experience (or equivalent part-time experience)
• Strong knowledge of ICT user support and troubleshooting, including the installation, configuration, maintenance and diagnosis of operating systems, software, hardware and peripheral equipment.
• Experience in maintaining wearable device firmware, software provisioning platforms and IT infrastructure
• Knowledge and experience maintaining CRM or IoT provisioning systems like ConnectiveCare or similar
• Sound understanding of ICT security practices, user access controls and security protocols to support the secure and effective use of systems, applications and organisational data
• Proficiency in providing technical support for computer systems, applications, network connectivity and ICT equipment, with the ability to identify issues and implement appropriate solutions.