ICT Support Technician

Eremea Home Care Services; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Eremea Home Care Services is seeking a full-time ICT Support Technician to join our Ashfield, NSW team. You will provide Tier 2 support, maintain Microsoft 365 services, and ensure a secure, reliable IT environment across the organisation.

The successful candidate will hold a relevant IT qualification and have hands-on experience with cloud and on‑premises systems, with strong problem-solving and clear communication to staff and external providers.

Qualifications

• A relevant tertiary qualification in Information Technology, Information and Communications Technology, Computer Science or a related discipline.
• Relevant professional experience in IT support, systems administration or a similar technical role.
• Demonstrated experience providing Tier 2 technical support in a business environment.
• Strong working knowledge of Microsoft 365, Entra ID, Exchange Online, SharePoint Online and Microsoft Teams.
• Experience with identity and access management, user provisioning, MFA and role-based access controls.
• Experience supporting cloud and on-premises systems, networking, hardware and software.
• Demonstrated incident management, troubleshooting and root cause analysis skills.
• Sound understanding of IT security controls, patching and system maintenance.
• Well-developed communication and stakeholder management skills.
• Ability to work independently, prioritise technical incidents and coordinate effectively with internal stakeholders and external technology providers.

Responsibilities

• Provide Tier 2 technical support for hardware, software, cloud services, identity management and network issues.
• Diagnose and resolve escalated incidents, identify root causes and coordinate remediation.
• Configure and support Microsoft 365 services: Entra ID, Exchange Online, SharePoint Online and Teams.
• Administer identity and access management, user provisioning, MFA and RBAC.
• Administer Microsoft 365 user accounts, licences and access.
• Monitor IT service availability, performance and resolution times.
• Investigate recurring incidents and implement improvements to IT support processes.
• Maintain identity and access management, security controls, patching and compliance across cloud and on-premises.
• Maintain technical documentation and troubleshooting guides.
• Coordinate with third-party vendors to resolve complex issues.
• Support IT system deployments, upgrades and configuration changes.
• Assist with IT assets and software licences management.
• Provide technical guidance to users and support staff.
• Assist with IT operational leadership, including incident prioritisation and stakeholder communication.

Skills

Tier 2 support

Microsoft 365

Identity management

Problem solving

Communication

Independent work

Education

Related IT degree or diploma

Tools

Entra ID

Exchange Online

SharePoint Online

Microsoft Teams

Office 365 admin

Job description

Eremea supports clients to achieve their home and life goals. We have been doing this since 2002 for clients across culturally diverse communities, firstly in Aged Care and now in Disability.

Eremea exists to ensure people live life well, which means we align our clients' life requirements for good health, happiness, emotional wellbeing and security.

In response to changes across the sector, underpinned by choice, flexibility and control, we continue to develop a digitally connected business. Our technology environment supports connectivity and transparency between our clients and our people and is integral to the effective delivery of our services.

Eremea is looking for a full-time ICT Support Technician to join our team in Ashfield, NSW 2131.

The successful candidate will be responsible for supporting and maintaining Eremea's IT systems and technology environment and providing technical support across the organisation.

The right candidate will be self-driven, technically capable and adaptable, with strong problem-solving skills and the ability to provide reliable technical support in a busy service environment.

As an ICT Support Technician, your responsibilities will include but not be limited to

• 1. Providing Tier 2 technical support for hardware, software, cloud services, identity management and network-related issues.
• 2. Diagnosing and resolving escalated technical incidents, identifying root causes and coordinating appropriate remediation.
• 3. Configuring, maintaining and supporting Microsoft 365 services, including Entra ID, Exchange Online, SharePoint Online and Microsoft Teams.
• 4. Administering identity and access management processes, including user provisioning, authentication, multi-factor authentication and role-based access controls.
• 5. Administering Microsoft 365 user accounts, licences, permissions and system access.
• 6. Monitoring IT service availability, performance, response times and resolution times to maintain reliable IT operations.
• 7. Investigating recurring incidents, undertaking root cause analysis and implementing improvements to IT support processes and service delivery.
• 8. Maintaining identity and access management, security controls, system patching and compliance requirements across cloud and on-premises systems.
• 9. Maintaining technical documentation, support procedures, troubleshooting guides and operational records.
• 10. Coordinating with third-party technology vendors and service providers to investigate, lift and resolve complex infrastructure and application issues.
• 11. Supporting IT system deployments, upgrades, configuration changes and ongoing maintenance.
• 12. Assisting with the management of IT assets and software licences across the organisation.
• 13. Providing technical guidance to users and other support personnel and managing escalated technical issues.
• 14. Assisting with IT operational leadership where required, including incident prioritisation, technical escalation, stakeholder communication and coordination of day-to-day IT operations.

To be successful in this role you will possess or demonstrate

• 1. A relevant tertiary qualification in Information Technology, Information and Communications Technology, Computer Science or a related discipline.
• 2. Relevant professional experience in IT support, systems administration or a similar technical role.
• 3. Demonstrated experience providing Tier 2 technical support in a business environment.
• 4. Strong working knowledge of Microsoft 365, Entra ID, Exchange Online, SharePoint Online and Microsoft Teams.
• 5. Experience with identity and access management, user provisioning, MFA and role-based access controls.
• 6. Experience supporting cloud and on-premises systems, networking, hardware and software.
• 7. Demonstrated incident management, troubleshooting and root cause analysis skills.
• 8. Sound understanding of IT security controls, patching and system maintenance.
• 9. Well-developed communication and stakeholder management skills.
• 10. Ability to work independently, prioritise technical incidents and coordinate effectively with internal stakeholders and external technology providers.