MVR Retailers Pty Ltd trading as Mobile Experts operates a busy mobile device retail and service business, specialising in mobile phone repairs, device diagnostics, data recovery, accessories, and technical support services. With multiple locations and a growing customer base, Mobile Experts is known for providing fast, reliable, and professional technical solutions. As service demand continues to increase, we are seeking an ICT Customer Support Officer to support our technical operations and customer service delivery.
Location: Hillarys WA 6025Employment: Full-TimeSalary: $77,000 to $80,000 + Superannuation
About the Role
The ICT Customer Support Officer will be responsible for providing technical assistance to customers, diagnosing device and system issues, and supporting daily service operations. The role involves hands-on troubleshooting, clear communication with customers, and maintaining accurate service records to ensure efficient and high-quality service outcomes.
Key Responsibilities
* Provide first-level technical support for mobile phones, tablets, and related ICT devices.
* Diagnose hardware, software, and connectivity issues using appropriate tools and testing methods.
* Assist customers by explaining faults, repair options, and service processes clearly and professionally.
* Perform software resets, system updates, data transfers, backups, and basic device configuration.
* Log, track, and update service jobs accurately in internal systems.
* Test devices after repair or configuration to confirm full functionality.
* Escalate complex technical issues to senior technicians when required.
* Maintain compliance with data security, privacy, and workplace procedures.
* Support day-to-day operations of the service desk and technical support workflow.
* Work collaboratively with technicians and retail staff to ensure timely service delivery.
Skills & Experience
* Qualification in Information Technology, Computer Systems, or a related field (or equivalent experience).
* Min1- 2 years of experience in ICT customer support, mobile device repair support, or technical service environments.
* Strong understanding of mobile operating systems, hardware components, and basic networking.
* Ability to communicate technical information clearly to non-technical customers.
* Strong troubleshooting and problem-solving skills.
* Good organisational skills and attention to detail.
* Ability to work independently and within a team-based service environment.
How to ApplyIf you are an ICT support professional looking for a full-time opportunity with a growing mobile technology service business, we encourage you to apply. Please submit your CV and cover letter, and shortlisted candidates will be contacted.