ICT Customer Support Officer

Bayside Group; Western Australia; On-site; AUD 90,000 - 92,000; Full time

Job summary

A technology services provider is seeking an ICT Customer Support Officer to perform installations, configurations, and troubleshooting of IT systems. This role involves managing internet service installations, providing tailored client training, and acting as the primary technical support contact for internal staff. The position requires a minimum of an AQF Associate Degree with relevant work experience and offers a competitive salary of $90,000 - $92,000 per annum plus superannuation.

Qualifications

• Minimum qualification: AQF Associate Degree, Advanced Diploma or Diploma with 1 year mandatory relevant work experience.

Responsibilities

• Install, configure, and troubleshoot hardware and software for clients.
• Manage end-to-end installation of internet services including Starlink.
• Provide tailored training to clients on technology use.
• Maintain and manage internal computer systems and networks.
• Act as primary contact for internal staff technical difficulties.

Skills

Hardware troubleshooting

Software installation

Client training

Network configuration

Documentation

Education

AQF Associate Degree, Advanced Diploma or Diploma

Job description

ICT Customer Support Officer

Team Leader - Administration / Consultant at Bayside Group

Responsibilities

• Travel to client homes to install, configure, and troubleshoot hardware (computers, peripherals, networking equipment) and software, ensuring safe and accessible installations.
• Manage end‑to‑end installation of internet services, including Starlink satellite systems: site assessment, hardware installation, network configuration, and user training.
• Assess client needs and recommend, install, and configure assistive technologies (screen readers, voice recognition, adaptive keyboards, specialized hardware/software).
• Provide patient, tailored training to clients on technology use, simplifying complex concepts and adapting teaching methods for varied learning styles, cognitive abilities, and physical limitations.
• Maintain and manage internal computer systems, servers, and networks: routine maintenance, security patching, system monitoring, data backups.
• Act as primary point of contact for internal staff technical difficulties: diagnose and resolve hardware/software issues, manage IT support tickets, deliver prompt solutions.
• Implement and enforce security measures to protect sensitive client and organizational data: user access controls, compliance with Australian privacy principles and NDIS regulations, staff data security training.
• Manage lifecycle of IT assets: procure hardware/software, maintain accurate inventory, manage software licenses, secure disposal of outdated equipment.
• Respond to and resolve inquiries regarding software/hardware problems from all users: systematic troubleshooting, documentation, user communication.
• Create and maintain clear, comprehensive documentation for all IT processes: user guides, network diagrams, installation procedures, knowledge base articles; report on system performance and support metrics as required.
• Stay current with emerging technologies, particularly in assistive technology and IT support; proactively identify opportunities to improve IT systems and processes.

Qualifications & Experience

• Minimum qualification: AQF Associate Degree, Advanced Diploma or Diploma with 1 year mandatory relevant work experience.

Salary

$90,000 - $92,000 per annum plus superannuation

Location: Perth, Western Australia