IVEGA Group Pty Lmd is an Australian-based software company and develops and designs IT solutions for clients. In a noticeably short duration, the company has gained a global customer footprint, enveloping the USA, Canada, Europe, Australia and India.
Job Title:
ICT Customer Support Officer
Company:
IVEGA GROUP PTY LTD
Salary:
$90,000 to $100,000 (Excluding Superannuation)
Position Overview:
The ICT Customer Support Officer is responsible for providing technical assistance, troubleshooting, and support to end-users regarding computer systems, applications, and network-related issues. The role ensures efficient and reliable ICT operations by resolving user incidents, maintaining systems, and supporting both hardware and software environments.
Key Responsibilities:
* Respond to technical support requests from end users via phone, email, or ticketing systems.
* Diagnose and resolve hardware, software, and network-related issues in a timely manner.
* Install, configure, and maintain desktop computers, laptops, printers, mobile devices, and other peripherals.
* Support the installation and maintenance of business applications and tools (e.g., Concur, KDS, ERP systems).
* Escalate complex incidents to higher-level technical teams or vendors as required.
* Maintain accurate records of service requests, solutions, and system configurations.
* Assist in setting up user accounts, permissions, and access rights in line with company policies.
* Provide end-user training and guidance on ICT systems, best practices, and security procedures.
* Participate in system upgrades, testing, and deployment of new technologies.
* Monitor system performance and report recurring issues to the ICT Manager for continuous improvement.
Skills and Competencies:
* Strong technical troubleshooting and diagnostic abilities.
* Excellent communication and customer service skills.
* Ability to manage multiple support requests and prioritise effectively.
* Working knowledge of operating systems (Windows, macOS), networks, and office applications.
* Familiarity with remote desktop tools and ticketing systems (e.g., ServiceNow, JIRA, Zendesk).
* Understanding of ITIL or similar service management frameworks (preferred).
* Detail-oriented with strong problem-solving and documentation skills.
Qualifications and Experience:
* Diploma or Bachelor's degree in Information Technology, Computer Science, or related field.
* 1–3 years of experience in ICT support, helpdesk, or technical assistance roles.
* Experience supporting users in corporate or enterprise environments.
* Exposure to business applications, cloud platforms, and remote support tools.
* Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation (advantageous).
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