ICT Support Engineer

Labour Support Group; Town Of Port Hedland; On-site; AUD 77,000 - 94,000; Full time

Job summary

Pilbara IT Services Pty Ltd in South Hedland, WA, is seeking an experienced ICT Support Engineer to support the stability, security and performance of ICT systems, networks and business applications.

The role develops technical support procedures, investigates complex faults, and provides high-level guidance on networks, operating systems, hardware, software and security while strengthening system reliability and support standards.

Qualifications

• Bachelor degree in IT, CS, Network Engineering, or ICT Systems.
• Minimum 2 years in Level 2/3 ICT support and incident handling.
• Experience with Windows Server, AD, Entra ID, and M365.
• Strong TCP/IP, LAN/WAN, DNS, DHCP, VPN and firewall skills.
• Experience with virtualization and backup/recovery environments.

Responsibilities

• Develop and maintain ICT support procedures and diagnostic workflows.
• Diagnose and resolve faults across servers, desktops, OS, networks, and apps.
• Investigate recurring incidents using event logs and network diagnostics.
• Install and upgrade ICT infrastructure, hardware, software and security.
• Assess LAN/WAN, routing, VPN, DNS, DHCP and firewall issues.
• Support identity and email administration within client environments.
• Coordinate system changes, testing, patching and recovery activities.
• Prepare system specifications, diagrams, and maintenance records.

Skills

Advanced ICT support

Incident investigation

Root-cause diagnostics

Technical escalation

Quality assurance

Education

Bachelor degree in Information Technology / Computer Science / Network Engineering / ICT Systems

Tools

Windows Server

Windows endpoints

Active Directory

Microsoft Entra ID

Microsoft 365

VMware/Hyper-V

Job description

The Client

Pilbara IT Services Pty Ltd is based in South Hedland, Western Australia. The company is seeking an experienced ICT Support Engineer to support the stability, security and performance of ICT systems, networks and business applications.

The Role

The ICT Support Engineer is responsible for developing technical support procedures and strategies, diagnosing complex infrastructure and system faults, undertaking quality and compliance reviews, and recommending improvements to ICT operations. The role provides high-level technical guidance on networks, operating systems, hardware, software and security while strengthening system reliability and support standards.

This is a full time role with an annual salary is set at $85,000 plus superannuation. The role is based in South Hedland, WA.

The Responsibilities

• Develop and maintain advanced ICT support procedures, diagnostic workflows, escalation protocols and technical quality standards for systems, networks and business applications.
• Diagnose and resolve complex faults across servers, desktops, operating systems, network devices, printers, email platforms, databases and application environments.
• Investigate recurring incidents using event logs, monitoring tools, network diagnostics, system testing and structured root-cause analysis.
• Install, configure, maintain and upgrade ICT infrastructure, hardware, software, peripherals and associated security systems.
• Assess LAN, WAN, wired and wireless connectivity, including routing, switching, VPN, DNS, DHCP and firewall-related service issues.
• Support identity, user access, endpoint configuration, email, collaboration platforms and operating system administration within deployed client environments.
• Schedule and conduct system inspections, quality audits and reviews of configuration records, technical data and operating procedures.
• Identify deviations from ICT policies, configuration baselines, security controls and service standards, including high‑risk infrastructure or process deficiencies.
• Develop corrective action plans addressing non‑conformance, recurring faults, system instability, performance constraints and security‑related support issues.
• Test and verify software functionality, installation compatibility, application errors and system changes against defined operating requirements and testing procedures.
• Review systems architecture, infrastructure capacity and hardware or software lifecycles, recommending upgrades, replacement strategies and process improvements.
• Coordinate technical changes, deployment testing, patching, backup verification and recovery activities to support system continuity and integrity.
• Prepare and maintain system specifications, technical reports, network diagrams, operating manuals, support knowledge articles and asset or maintenance registers.

The Requirements

• Relevant Bachelor degree qualification in Information Technology, Computer Science, Network Engineering, or ICT Systems.
• At least 2 years' experience in advanced Level 2/3 ICT support, incident investigation, problem management, root-cause diagnostics and technical escalation.
• At least 2 years' experience administering Windows Server, Windows endpoints, Active Directory, Microsoft Entra ID, Microsoft 365 enterprise environments.
• At least 2 years' experience diagnosing TCP/IP, LAN/WAN, VLAN, DNS, DHCP, routing, switching, VPN, wireless networking and firewall configuration
• At least 2 years' experience maintaining server, storage, virtualisation, backup and recovery environments, including VMware, Hyper‑V infrastructure technologies.
• At least 2 years' experience using PowerShell, remote monitoring and management tools, system event logs, diagnostic utilities and scripting
• At least 2 years' experience applying endpoint security, patch management, access controls, multifactor authentication, and vulnerability remediation
• At least 2 years' experience preparing technical SOPs, architecture recommendations, infrastructure documentation and end‑user training materials.
• Experience liaising with software vendors and escalating technical issues with proper evidence, screenshots, logs and test results
• Strong diagnostic skills across hardware, software, network access, cloud platforms and user account issues