ICT Support Specialist - Manufacturing & E-Commerce Systems

Koala Solutions; Sydney; On-site; AUD 75,000 - 85,000; Full time

Benefits offered by this job

Superannuation

Career growth opportunities

Job summary

Kitchen Factory Online in Kingsgrove, NSW is seeking an ICT Customer Support Officer to provide day-to-day IT support for office and workshop staff, maintain computer systems and networks, and assist customers using the online ordering portal.

The role involves hands-on troubleshooting, user account setup, basic network maintenance, remote access and VPN support, server administration, and coordination with external providers.

Qualifications

• Hold a relevant qualification in Information Technology, Computer Science, or a related discipline (AQF Diploma, Bachelor's Degree, or Master's Degree), or equivalent practical industry experience.
• Have at least 2 to 3 years of hands-on experience in IT support, helpdesk, or systems administration roles, preferably within a commercial, wholesale, or manufacturing setting.
• Practical experience supporting Windows 10/11 desktops, Windows Server environments, Active Directory user accounts, and Microsoft 365 applications.
• Sound knowledge of networking fundamentals, including TCP/IP, routers, switches, shared network drives, remote desktop, and VPN troubleshooting.
• Proven ability to diagnose and resolve day-to-day hardware, software, and connectivity problems independently.
• Clear and professional communication skills, with a patient and helpful approach when assisting both office/factory staff and external customers.
• Relevant industry certifications (such as Cisco, Microsoft, or CompTIA) are advantageous but not essential
• Must hold valid Australian work rights permitting full-time employment at the time of application

Responsibilities

• Diagnose and resolve day-to-day hardware, software, workstation, and network issues reported by office employees and factory personnel.
• Provide direct technical support to external customers experiencing access, navigation, payment gateway, or technical difficulties with the online ordering portal.
• Configure, deploy, and maintain desktop computers, factory terminals, printers, and peripheral devices, while managing user accounts, permissions, and email setups across Active Directory and Microsoft 365 environments.
• Troubleshoot remote desktop connections, VPN access, shared drives, and network connectivity to ensure staff can access necessary corporate applications and databases reliably.
• Maintain, monitor, and troubleshoot LANs, Windows servers, routers, switches, and core networking protocols including TCP/IP, DHCP, and DNS.
• Monitor web portal uptime and performance, investigate technical anomalies, and collaborate with management and external developers to maintain site stability and positive user experience.
• Install, update, and support specialized manufacturing software, including Cabinet Vision and computer interfaces connected to CNC machinery and edge‑banding equipment on the factory floor.
• Support system backups, user access permissions, and routine cybersecurity protocols to ensure company data integrity, business continuity, and secure digital operations.
• Identify IT hardware and software requirements, coordinate equipment repairs and warranty replacements, and liaise with external IT vendors and service providers when specialized intervention is needed.
• Maintain precise technical documentation, IT asset inventories, software licensing records, and standard operating procedures for user setup and system maintenance.
• Enforce strict Work Health and Safety (WHS) protocols during all IT deployments and equipment servicing, ensuring safe power management and tidy cabling across both office and factory environments.

Skills

IT support

Helpdesk

Network troubleshooting

Customer communication

Problem solving

Technical documentation

Education

AQF Diploma

Bachelor's Degree

Master's Degree

Tools

Active Directory

Microsoft 365

Windows Server

VPN

TCP/IP networking

Job description

Kitchen Factory Online in Kingsgrove, NSW is seeking an ICT Customer Support Officer to provide day-to-day IT support for office and workshop staff, maintain computer systems and networks, and assist customers using the online ordering portal.

The role involves hands-on troubleshooting, user account setup, basic network maintenance, remote access and VPN support, server administration, and coordination with external providers.