IT Support & Test Engineer — Cloud, Security & Automation

Victorian Home And Community Care Pty Ltd; Melbourne; On-site; AUD 80,000 - 95,000; Full time

Job summary

Victorian Home and Community Care Pty Ltd is seeking an ICT Support and Test Engineer to maintain reliable, secure technology for staff across offices and sites in Victoria and NSW. The role involves user support, device and account management, network and cloud services, and testing of new systems before deployment.

Reporting to the IT Department, you will handle incident resolution, change management and automation, with a strong emphasis on privacy and service delivery in the disability

Qualifications

• Bachelor-level ICT role experience and related IT competencies.
• Proven ability to support staff across multiple locations.
• Experience with Windows/macOS environments and cloud services.

Responsibilities

• Provide second- and third-level technical support to staff across Victoria and New South Wales, resolving hardware, software, operating system, connectivity and access issues within agreed service levels.
• Log, prioritise and track incidents and service requests through the IT service management system, escalating complex matters and coordinating with vendors and external providers through to resolution.
• Carry out root-cause analysis on recurring incidents and put corrective and preventative fixes in place to reduce repeat faults and downtime.
• Administer user accounts and access through Active Directory and Microsoft 365, including onboarding, role changes and offboarding for permanent and casual staff.
• Manage endpoint devices with Microsoft Intune and related tools, including imaging, deploying, patching and updating laptops, desktops and mobile devices, and retiring them at end of life.
• Maintain accurate asset and configuration records for hardware, software and licences to support audit, compliance and lifecycle planning.
• Support and troubleshoot network services, including DNS, DHCP, TCP/IP, wireless access, VPN connectivity, routers, switches and firewalls across office and residential sites.
• Monitor and support cloud-hosted services and business applications, reviewing logs, alerts and dashboards to identify and resolve performance problems early.
• Plan and run testing of new software, system upgrades, configuration changes and integrations before deployment, documenting test cases, results and defects and confirming fixes before release.
• Apply change management practices so that changes to systems and infrastructure are assessed, tested, approved, scheduled and recorded.
• Apply information security controls and access management practices that protect the confidentiality and integrity of participant and staff information.
• Develop scripts and workflow automation to reduce manual tasks, errors and turnaround times.
• Prepare and maintain technical documentation, runbooks, user guides and knowledge base articles, and give staff training and guidance on systems and devices.
• Support meeting room, audiovisual and video conferencing equipment so that internal meetings and participant and stakeholder sessions run smoothly.
• Produce reports on ticket volumes, service levels, incident trends and system performance, and recommend improvements to the IT environment.

Skills

Windows & macOS

Active Directory

Microsoft 365

Intune / endpoint management

Networking fundamentals

ITIL/ITSM

Cloud services

Scripting & automation

Communication skills

Problem solving

Privacy & confidentiality

Education

Bachelor of Computer Science

Tools

Microsoft Intune

Active Directory tools

Job description

Victorian Home and Community Care Pty Ltd is seeking an ICT Support and Test Engineer to maintain reliable, secure technology for staff across offices and sites in Victoria and NSW. The role involves user support, device and account management, network and cloud services, and testing of new systems before deployment.

Reporting to the IT Department, you will handle incident resolution, change management and automation, with a strong emphasis on privacy and service delivery in the disability