ICT Support Technician

AI Talent; Sydney; On-site; AUD 70,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Superannuation

Flexible hours

Job summary

AI Talent is seeking an ICT Support Technician to provide reliable support across computer infrastructure, software systems and web technologies. You will diagnose issues, maintain hardware/software, and ensure end users receive timely assistance.

Ideal candidates are proactive problem-solvers with strong communication skills, who thrive in a fast-paced setting and are committed to high-quality technical support.

Qualifications

• Certificate III/IV in Information Technology or related discipline.
• Experience in technical support, helpdesk or IT operations.
• Solid knowledge of Windows, macOS and Linux operating systems.
• Experience installing, configuring and troubleshooting software and peripherals.
• Networking basics: TCP/IP, DNS, DHCP, LAN/WAN.
• Experience with web tech and CMS familiarity.
• Strong analytical and communication skills.

Responsibilities

• Diagnose and resolve software/hardware issues for end users.
• Install, configure, and maintain approved software applications.
• Update and adapt configurations to meet user needs.
• Manage networks (wired and wireless) to ensure reliable connectivity.
• Design, update and maintain organisational websites and content.
• Repair and replace peripherals and manage asset records.
• Provide first and second-level support in person, remotely, or via helpdesk.
• Log incidents and resolutions in the ticketing system.
• Promote efficient use of apps and equipment; provide training when needed.
• Collaborate with stakeholders and vendors to resolve complex issues.
• Perform routine system checks and preventative maintenance to minimise downtime.
• Maintain comprehensive technical documentation and diagrams.

Skills

Troubleshooting

Helpdesk

Networking basics

Windows/macOS/Linux

Documentation

Customer service

Remote support

Education

Certificate III/IV in IT

Tools

ServiceNow

Jira Service Management

Freshdesk

Remote Desktop Tools

Microsoft 365

Azure

Job description

Job Type: Permanent position | Full time position

Job Description

ICT Support Technician

Position Overview We are looking for a motivated and technically proficient ICT Support Technician to join our team and provide reliable support across our computer infrastructure, software systems, and web technologies. In this role, you will be responsible for diagnosing and resolving technical issues, maintaining hardware and software environments, and ensuring end users receive timely and effective assistance.

The ideal candidate is a proactive problem-solver with strong communication skills and a genuine passion for technology. This position suits someone who thrives in a fast-paced environment and is committed to delivering high-quality technical support.

Key Responsibilities

• Assess software and hardware requirements to identify appropriate technical solutions and resolve user-reported problems effectively.
• Respond promptly to enquiries from staff regarding software and hardware issues, providing clear guidance and practical resolutions in a professional manner.
• Install, configure, and maintain approved software applications, ensuring systems remain up to date, secure, and aligned with organisational standards.
• Adapt and modify existing programs and system configurations to better meet the evolving needs of end users and business operations.
• Implement, configure, and monitor computer networks, supporting both wired and wireless infrastructure to maintain consistent connectivity across the organisation.
• Design, update, and maintain organisational websites, ensuring content accuracy, functionality, and a positive user experience.
• Repair and replace peripheral equipment such as printers, terminals, monitors, and modems, maintaining accurate records of assets and service activity.
• Provide first
• and second-level technical support to end users, either in person, remotely, or via a helpdesk or call centre environment, logging all incidents and resolutions through the appropriate ticketing system.
• Promote the efficient and effective use of applications and equipment across teams, offering training and guidance where required.
• Collaborate with internal stakeholders and external vendors to escalated and resolve complex technical issues in a timely manner.
• Conduct routine system checks, preventative maintenance, and performance monitoring to minimise downtime and ensure infrastructure reliability.
• Maintain thorough technical documentation, including user guides, network diagrams, and records of system configurations and changes.

Required Qualifications & Skills

• Certificate III or IV in Information Technology, or a relevant tertiary qualification in ICT, Computer Science, or a related discipline.
• Demonstrated experience in a technical support, helpdesk, or IT operations role.
• Solid understanding of computer hardware components, operating systems (Windows, macOS, Linux), and common business software applications.
• Experience installing, configuring, and troubleshooting software and peripheral devices.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and LAN/WAN connectivity.
• Familiarity with web technologies and basic website maintenance, including content management systems.
• Strong analytical and problem-solving skills with the ability to diagnose technical issues efficiently and accurately.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to manage competing priorities, work independently, and maintain composure under pressure.
• A customer-focused approach with a professional and courteous manner in all interactions.

Preferred Qualifications

• CompTIA A+, Network+, or equivalent industry certification.
• ITIL Foundation certification or familiarity with ITIL service management principles.
• Experience working in a managed service provider (MSP) or enterprise IT environment.
• Exposure to cloud platforms such as Microsoft 365, Azure, or Google Workspace.
• Experience with remote desktop tools and helpdesk ticketing systems such as ServiceNow, Freshdesk, or Jira Service Management.
• Knowledge of cybersecurity best practices and endpoint protection solutions.

Why Join Us?

• Be part of a collaborative and supportive team culture that values continuous learning and professional growth.
• Access ongoing training, certification support and clear pathways for career advancement within the ICT field.
• Enjoy a stable, full-time permanent role with a competitive salary and superannuation package.
• Benefit from flexible working arrangements and a healthy work-life balance in a forward-thinking organisation.
• Work with modern technology and contribute to meaningful projects that directly support business operations and user experience.

Job Details

• Job Type: Full-time, Permanent
• Work Schedule: 8-hour shift
• Salary: $70,000 – $120,000 per year + Super