Senior Digital and ICT Support Officer

Birdon Group; Port Macquarie; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Equal opportunity employer

Veterans encouraged to apply

Job summary

Birdon Group is seeking a Senior Digital and ICT Support Officer to provide Level 2/3 technical help desk and applied support in our Port Macquarie shipyard. The role focuses on maintaining secure, reliable ICT services for employees and clients, with emphasis on Microsoft 365, cloud platforms and cybersecurity.

The successful candidate will resolve complex incidents, contribute to project work and document procedures while delivering excellent customer service in a dynamic, industrial

Qualifications

• Certificate IV or Diploma in IT or equivalent recent industry experience.
• Approximately 5+ years of ICT support in enterprise environments.
• Experience resolving Level 1/2 incidents and some Level 3 tasks.

Responsibilities

• Provide Level 2/3 ICT support in line with Birdon standards and SLAs.
• Diagnose and resolve complex incidents via remote, phone and on-site support.
• Support Microsoft 365 services, cloud platforms, endpoints and core infra.
• Contribute to cybersecurity, vulnerability management and incident response.
• Assist design, deployment and improvement of ICT systems and services.
• Maintain accurate knowledge articles and support documentation.
• Communicate professionally with users, stakeholders and vendors.
• Participate in ICT projects and technology deployments.

Skills

Windows support

Microsoft 365

IT security

Endpoint management

Remote support

Education

Certificate IV in IT

Diploma in Information Technology

Tools

Microsoft 365

Intune

Azure

Defender

Job description

Birdon is passionate about innovation, in-house engineering and problem solving. We don’t shy away from a challenge; we thrive on it. A proudly Australian manufacturer and industry partner, we provide whole of life solutions to multinational defence, government, maritime, energy and resource sectors.

As we continue to grow, so too does our team. We are looking for the right candidate to take on the role of Senior Digital and ICT Support Officer.This is a Full-Time role based in our Port Macquarie shipyard on the beautiful Hastings River.

Position Overview

The Senior Digital and ICT Support Officer provides Level 2 and Level 3 technical and application support to facilitate efficient, secure and high-quality ICT services for Birdon employees and clients. The role resolves complex incidents and service requests, supports business applications and cloud platforms, contributes to cybersecurity and infrastructure activities, and promotes excellent customer service and continual service improvement.

Key Accountabilities:

• Provide Level 2 and Level 3 support in accordance with Birdon standards, policies, operating procedures and agreed service levels.
• Diagnose and resolve complex incidents, requests and problems using remote-support tools, telephone support and on-site assistance.
• Support business-critical applications, Microsoft 365 services, cloud platforms, endpoints and core infrastructure.
• Contribute to the analysis, investigation and control of cybersecurity threats, vulnerabilities, risks and incidents.
• Assist with the design, deployment, maintenance and continual improvement of Digital and ICT systems and services.
• Create and maintain accurate service records, knowledge articles, technical procedures and support documentation.
• Provide professional, timely and customer-focused communication to users, stakeholders and service providers.
• Participate in ICT projects, technology deployments and process improvement initiatives.

Qualifications, Experience and Skills

• Certificate IV or Diploma in Information Technology, or equivalent recent industry experience.
• Approximately 5 or more years of experience providing ICT support in an enterprise environment.
• Demonstrated capabilityresolving Level 1/2 incidents and undertaking selected Level 3 support activities.
• Experience supporting Windows endpoints and Microsoft 365 services.
• Experience using service management, endpoint management and remote-support tools.
• Strong troubleshooting skills and ability to interpret technical information.
• Professional interpersonal, written communication and customer service skills.
• Ability to work independently within established policies, procedures and delegated authority.
• Commitment to accurate ticket notes, technical documentation and knowledge sharing.
• Microsoft certification relevant to endpoint, Microsoft 365, identity, security or Azure administration.

ITIL Foundation certification or practical experience with IT service management processes.

Experience with Microsoft Intune, Windows Autopilot, Microsoft Entra ID, Microsoft Defender and Azure services.

Experience supporting enterprise, engineering or industry-specific applications.

Experience with networking, Wi-Fi, VPN, server, storage, backup or disaster-recovery operations.

Experience contributing to vulnerability management, cybersecurity incident response or compliance initiatives.

• Experience guiding junior support staff or coordinating technical work with vendors.

We deliver value for our customers through our innovative people, organisational agility, and operational excellence. As an equal opportunity employer, all positions are open to any person that may have the required characteristics and experiences. Veterans are encouraged to apply.

For more information about Birdon, visit Home - Birdon