ICT Support Officer

Sarb Management Group; Melbourne; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Free on-site gym

Job summary

Sarb Management Group Pty Ltd trading as Database Consultants Australia is seeking a capable ICT Helpdesk/Support Specialist to join our on-site team in Melbourne. You will deliver Level 2 end-user assistance, manage Microsoft 365 and endpoint services, and troubleshoot incidents across desktop, devices and enterprise apps.

The role emphasizes security and compliance, including ISO 27001 and PCI DSS controls, with responsibilities spanning incident management, asset records, and user lifecycle

Qualifications

• Minimum 3 years’ experience in ICT support.
• Intermediate knowledge of Microsoft 365 administration including Purview and eDiscovery.
• Experience with endpoint security tools such as CrowdStrike, Defender, Sentinel and Rapid7.
• Experience with ISO 27001 and PCI DSS compliance programs.

Responsibilities

• Provide Level 2 ICT support to diagnose and resolve hardware, software, OS, network and M365 issues.
• Receive, record, prioritise and resolve service requests and incidents.
• Install and configure desktops, laptops, mobile devices and approved business apps.
• Deploy and manage endpoint devices, applications, OS updates and security patches.
• Administer Microsoft 365 services including Exchange Online, Teams and SharePoint.
• Manage user lifecycle: onboarding, offboarding, access provisioning and MFA.
• Support connectivity, printing, telephony and Teams room technology.
• Maintain documentation, asset registers and supply evidence for audits.

Skills

ICT support

MS 365 admin

Incident management

Customer service

English communication

Tools

Microsoft Configuration Manager

Microsoft Intune

Exchange Online

SharePoint Online

Entra ID

CrowdStrike

Microsoft Defender

Microsoft Sentinel

Rapid7

Purview

eDiscovery

Job description

Location: South Wharf, VIC, 3006 (onsite role)

Employment Type: Full Time, 38 hours per week

Other Perks: Access to free on-site gym membership.

Sarb Management Group Pty Ltd trading as Database Consultants Australia is a leading database management and software development company committed to delivering leading-edge software products and services. We offer rewarding career opportunities, excellent project-based experience and a professional work ethic.

The successful candidate will deliver Level 2 end-user assistance, manage Microsoft 365 and endpoint services, troubleshoot incidents, and contribute to infrastructure and cloud implementations. Secondary duties include technical support for authorised security controls and compliance evidence relating to the systems administered by the role.

Key responsibilities include:

Providing Level 2 ICT support to diagnose and resolve hardware, software, operating system, network connectivity, Microsoft 365 and enterprise application issues for end users.

Receiving, recording, prioritising and resolving ICT service requests and incidents, escalating complex matters to internal specialists, vendors or managed service providers where required.

Installing, configuring, testing, maintaining and troubleshooting desktops, laptops, mobile devices, peripherals, operating systems and approved business applications.

Deploying, packaging, configuring and maintaining endpoint devices, enterprise applications, operating system updates and security patches using Microsoft Configuration Manager and Microsoft Intune.

Administering Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, Entra ID, user accounts, groups, licences and access permissions.

Managing user lifecycle activities, including onboarding, offboarding, account creation, access provisioning, password and multifactor authentication support, mailbox administration and licence allocation.

Supporting network connectivity, printing, telephony, Microsoft Teams calling and meeting-room technologies, including fault diagnosis and coordination with service providers.

Monitoring endpoint health, workstation and application compliance, patch status and configuration baselines, and resolving identified issues.

Maintaining accurate service desk records, technical documentation, standard operating procedures, knowledge articles and user support guidance.

Maintaining hardware and software asset registers and supporting equipment procurement, allocation, warranty management, stock control and asset lifecycle activities.

Providing clear and professional technical advice, instructions and training to users to improve effective and secure use of ICT systems.

Supporting backup, recovery and business continuity procedures by completing scheduled checks, escalating failures and assisting with approved recovery activities.

Monitoring ICT systems and services, responding to outages and critical incidents, and coordinating timely restoration to minimise business disruption.

Liaising with internal stakeholders, vendors and managed service providers to investigate faults, implement approved changes and maintain reliable ICT services.

Supporting approved ICT infrastructure and cloud service projects through device deployment, system testing, user migration, implementation support and post-deployment issue resolution.

Administering endpoint security tools and assisting with the investigation and remediation of security alerts affecting end-user devices and accounts.

Assisting with vulnerability remediation by applying approved updates, configuration changes and other technical fixes to supported devices and applications.

Providing technical support for approved ICT security and compliance controls, including maintaining system records and supplying evidence for supported platforms.

Preparing routine service desk, asset, patching, licensing and system availability reports for ICT management.

Identifying and recommending practical improvements to ICT support processes, service quality, system reliability and the end-user experience.

At least 3 years’ experience in provision of ICT Support

Intermediate knowledge of Microsoft 365 administration including use of Purview and eDiscovery.

Experience in using CrowdStrike, Microsoft Defender, Microsoft Sentinel and Rapid7.

Experience in supporting Microsoft Teams calling call flows.

Excellent written and verbal English communication skills, including the ability to prepare technical documentation, communicate with stakeholders, and provide professional customer support.

Experience conducting internal audits as part of ISO 27001 and PCI DSS compliance programs.

Applicants must be Australian citizens, permanent residents or otherwise hold lawful Australian work rights. Employer-sponsored visa arrangements may be considered for a suitably qualified candidate. Work eligibility will be confirmed as part of the recruitment process.

DCA is an Equal Employment Opportunity employer committed to supporting a working environment of mutual respect, teamwork and trust and a workplace that attracts, develops and retains highly skilled people.We do not use AI to auto-reject applicants based on skills or experience, and screening calls may be conducted to verify key areas of expertise. Please review your resume carefully to ensure all information is accurate before submission.