ICT Support Engineer / ICT Customer Support Officer

Viatek Group; Adelaide; On-site; AUD 75,000 - 110,000; Full time

Job summary

Viatek Group is seeking a Systems Engineer to act as the first escalation point for the service desk. The role provides remote and onsite support, manages escalated requests, and diagnoses complex technical issues across networks, cloud services and servers.

You will also administer the real-time ticket system and monitoring solutions. The ideal candidate has an associated degree or higher, or at least 5 years relevant experience, and strong client focus with excellent communication and teamwork

Qualifications

• Degree or higher qualification or at least 5 years relevant experience.
• Strong client focus with good communication and relationship-building skills.
• Ability to work within a team environment with good time management.
• Experience in service desk or MSP environments focused on network services, cloud services, and server technologies.
• Experience with O365, Exchange, OneDrive, SharePoint is advantageous.

Responsibilities

• Acts as the first escalation point for the service desk.
• Provides remote and onsite support and manages escalated requests.
• Diagnoses complex technical issues and resolves escalations.
• Administers Viatek’s real-time ticketing system and monitoring solutions.
• Develops procedures to improve processes and service delivery.

Skills

Client focus

Teamwork

Communication

Time management

Networking/Servers

Education

Bachelor's degree or higher

5+ years experience

Tools

O365

Exchange

SharePoint

OneDrive

Job description

Job Type: Permanent - Full Time

Location: Adelaide, SA, Australia

Job Category: Managed Service

Job Description

Viatek has a long history of supporting and developing our teams to have long, successful careers. Our values are key to our success, and we look to employ those who share a similar value set.

• People
• Integrity
• Innovation
• Customer

About This Role

The role of Systems Engineer is the first escalation point for our service desk. This role includes providing remote and onsite support, managing escalated support requests, diagnosing technical /complex problems, resolving technical escalations, and administering Viatek’s real-time Ticket system and monitoring solution.

Tasks can also include developing procedures and strategies to process improvement.

This is a full-time role based at our office at 3 Bruce Avenue, Marelston SA.

About Viatek

Viatek is an Australian-owned and operated services-based organisation, delivering business technology solutions and improving the performance of our business partners. Viatek offers tailored and sustainable business solutions via technology through managed services, professional services, cloud services, office automation and managed print services. With ISO certification in ISO9001 and ISO27001.

What We Are Looking For

We are looking for so meone with a strong client focus, who is enthusiastic and has demonstrable technical ability with an associated degree or higher qualification (or at least 5 years relevant experience).

The successful candidate must have the ability to work within a team environment, great communication and relationship-building skills, along with strong time management skills.

Experience in either service desk or MSP environment with a focus on network services, cloud services, server and server technologies. Experience in O365, exchange, One drive, SharePoint would be an advantage.

Why consider Viatek?

We want you to be successful, and this starts at the very start:

We have a structured onboarding program that supports your development in the role. This includes:

• System-led new starter paperwork collection
• Face-to-face (or Teams) company induction with the People and Culture team
• Role-specific training with your team
• Documentation practices and procedures
• A variety of ongoing training that can be tailored to your areas of interest
• Access to a wide range of team members who provide support and assistance

We have ongoing discussions about your role and career path, along with annual formalised salary reviews.

Lastly, we have built a strong culture based on trust and respect; we have high-quality leaders and teams that support one another.

This role will be open for applications from 2 October 2026 to 30 October 2026.