Information Technology Support Officer

KBIT; City of Brisbane; On-site; AUD 60,000 - 80,000; Full time

Job summary

A dedicated IT support firm based in Brisbane is seeking an IT Support Officer for a full-time, on-site position. The role involves providing technical support, troubleshooting issues with hardware and software, and managing IT concerns for clients. Strong knowledge of Microsoft 365 is essential, alongside relevant IT experience. Candidates will assist with system configuration, maintain security standards, and support ongoing development within the team, ensuring optimal performance and client satisfaction.

Qualifications

• Relevant IT industry experience in hardware and software troubleshooting.
• Experience with Microsoft Windows systems and configuration.
• Demonstrated understanding of IT support and client service.

Responsibilities

• Provide first point of contact IT support for clients.
• Install and configure operating systems and applications.
• Assist clients through troubleshooting via various communication modes.
• Log and update incidents in the KBIT Helpdesk system.
• Ensure high standards of system and data security.

Skills

Technical support proficiency

Strong knowledge of Microsoft 365

IP Networking

Security policy knowledge

Understanding of IT Management

Tools

Windows Server

Microsoft Office suite

Active Directory

DNS

SQL

Job description

KBIT provides small to medium-sized businesses with a cost-effective way to outsource daily IT support to a team of dedicated IT specialists. With over 20 years of experience in Large to Enterprise-level IT solutions, KBIT aims to bring advanced infrastructures, methods, and processes to smaller organizations. The company's mission is to enhance uptime, reliability, and overall IT performance, ensuring businesses operate seamlessly.

Role Description

This is a full-time, on-site role located in the Brisbane for an Information Technology Support Officer. The responsibilities include providing technical support, troubleshooting hardware and software issues, configuring and maintaining desktop computers, and offering device support. The role requires effective communication with clients to resolve IT concerns promptly and to ensure optimal system functionality and reliability. Strong knowledge of Microsoft 365 is required.

• Relevant IT/industry experience and/or qualifications/experience in the following areas: Windows Server, Windows 10, 11 & Microsoft Office suite.
• Experience in IP Networking, Routing, VPN and Firewalls
• Knowledge of good security policies including Anti-Virus, Anti-Malware, Anti-Phishing attacks and prevention methods
• Demonstrated understanding of IT Management.
• Experience Microsoft 365 adminstration
• Experience with Microsoft Windows Active Directory, Group Policy, DNS, DHCP and SQL

Key Responsibility Areas

• Provide first point of IT Support contact for all KBIT Clients.
• Installing and configuring computer hardware operating systems and applications.
• Assisting staff or clients through a series of actions, either face to face; email and ticketing system or over the telephone to help set up systems or resolve issues.
• Troubleshoot technical issues to resolution and/or elevate to supplier or partner organisations as required.
• Log and update all incidents and service requests in KBIT Helpdesk system.
• Manage Helpdesk tickets, planning and prioritising systematically to minimise backlog and ensure operational efficiency.
• Ensure system and data security is maintained at a high standard, ensuring the integrity of all KBIT client data.
• Expedite the repair of hardware faults and software configuration problems, notifying or forwarding to relevant suppliers in a timely manner.
• Monitor performance of KBIT Client systems, ensuring issues are appropriately escalated and resolved.
• Provide technical assistance to project teams and undertake technical project roles when required; supporting the roll-out of new clients, applications and solutions.
• Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT team.
• Maintain and develop excellent working relationships with key suppliers, conducting dealings in a professional and appropriate manner.
• Assist with ongoing development of KBIT policies, procedures and knowledge base.

KBIT pride ourselves on excellence, high quality of work, thoroughness and exceptional customer service.