ICT Support Specialist: User-Focused Troubleshooter

Axiom Technologies Australia Pty Ltd.

Torbanlea

On-site

AUD 50,000 - 65,000

Full time

3 days ago

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Job summary

Axiom Technologies Australia Pty Ltd is seeking a motivated ICT Customer Support Officer to join our team in Torbanlea, Queensland. You will provide technical support across hardware, software, applications and ICT infrastructure, diagnose issues and install/configure software and equipment.

This role emphasizes helping users, delivering high-quality service, maintaining service desk records and escalating complex issues as needed.

Qualifications

Strong troubleshooting and problem-solving skills.
Knowledge of computer hardware, software, operating systems and peripheral equipment.
Experience installing, configuring and supporting software applications.
Understanding of basic computer networking and connectivity troubleshooting.
Good communication and interpersonal skills.
Customer-focused approach and ability to work with users at different levels of technical knowledge.
Ability to prioritise and manage multiple support requests.

Responsibilities

Provide first and second-level technical support to users for hardware, software and ICT equipment.
Respond to and resolve user enquiries relating to computer hardware, software and connectivity issues.
Diagnose technical problems and determine appropriate hardware and software solutions.
Install, configure, update and maintain software applications and computer equipment.
Assist users with the effective and efficient use of applications, computer systems and ICT equipment.
Configure, deploy and maintain desktop computers, laptops, printers, monitors and other peripheral devices.
Repair, replace or coordinate repairs for faulty ICT peripherals and equipment.
Assist with ICT equipment deployment, upgrades, maintenance and replacement.
Follow company ICT security, access, privacy and operational procedures.
Maintain a high standard of customer service and communicate technical information clearly to users.
Record, monitor and manage support requests through the appropriate service desk or ticketing system.
Escalate complex technical issues to relevant technical specialists or vendors when required.
Maintain accurate records of equipment, incidents, troubleshooting activities and resolutions.
Adapt or configure existing software and applications to meet user requirements where appropriate.
Provide technical guidance and basic training to users on ICT systems, applications and equipment.