ICT Support Technician

First Aurora; Sydney; On-site; AUD 50,000 - 70,000; Full time

Job summary

First Aurora Pty Ltd, an Australian ICT service provider, seeks a skilled ICT Support Technician to deliver reliable help desk support across hardware, software, networks and devices from its Sydney base. The role is permanent full-time, with 38 hours per week plus occasional additional hours, and involves a mix of in-person and remote assistance to keep ICT services available and users productive.

You will maintain documentation, service tickets and knowledge base articles, and contribute to

Qualifications

• IT qualification (diploma or higher) or equivalent experience.
• Minimum 1 year of ICT support experience.
• Strong troubleshooting across desktop hardware, operating systems, apps and network connectivity.

Responsibilities

• Provide first- and second-level ICT technical support for hardware, software, networks, printers and devices.
• Diagnose and resolve incidents and service requests via in-person, phone, email and remote tools.
• Install, configure, test and maintain computers, operating systems, applications and peripherals.
• Monitor systems and networks, identify faults, and escalate complex issues as needed.
• Manage user access, passwords, permissions, and standard security controls.
• Keep service-desk tickets, asset records and documentation up to date.
• Assist with backups, system updates, equipment rollouts and ICT projects.
• Guide users on safe and effective use of ICT systems and policies.

Skills

Customer service

Communication

Organization

Problem solving

Troubleshooting

Teamwork

Education

IT diploma or higher

Job description

We are seeking a skilled and service-focused ICT Support Technician to provide reliable technical support to users and help maintain our organisation's ICT systems, equipment and services.

Position Summary:

Employment basis: Permanent Full-Time

Hours: Minimum 38 hours per week, plus reasonable additional hours as required

Key responsibilities

Provide first- and second-level technical support for hardware, software, networks, printers, mobile devices and user accounts.

Diagnose and resolve ICT incidents and service requests in person, by telephone, email and remote-support tools.

Install, configure, test and maintain computers, operating systems, applications and peripheral equipment.

Monitor systems and networks, identify faults and elevate complex issues when necessary.

Administer user access, passwords, permissions and standard security controls.

Maintain accurate service-desk tickets, asset records, technical documentation and knowledge-base articles.

Assist with backups, system updates, equipment rollouts and ICT projects.

Guide users on safe and effective use of ICT systems and follow organisational policies.

About you

Information technology qualification, such as a relevant diploma or higher qualification, and any acceptable experience of substitution.

One year minimum of relevant ICT support experience.

Demonstrated troubleshooting skills across desktop hardware, operating systems, common business applications and network connectivity.

Strong customer-service, communication, organisation and problem-solving skills.

Ability to manage competing priorities independently and work effectively within a team.

About us

Employer: First Aurora Pty Ltd is an Australian business focused on delivering quality and reliable services to its customers. We are committed to building a professional, supportive and productive workplace for our employees.