ICT Technical Specialist
We are seeking a highly skilled ICT Technical Specialist to join our dynamic team. As an ICT Technical Specialist, you will be responsible for providing expert-level technical support and guidance to ensure the smooth operation of our IT systems.
Key Responsibilities:
* Deliver high-quality technical support via remote tools, phone, and service desk platforms
* Troubleshoot and resolve complex issues related to Microsoft 365, desktops, laptops, mobile devices, and user access
* Escalate incidents or service requests as per defined workflows
* Maintain detailed and accurate documentation within the service management system and ensure compliance with SLA targets
* Support hardware/software asset tracking and lifecycle processes
* Contribute to internal knowledge bases and documentation to support first-call resolution
MDM-Specific Responsibilities:
* Prepare, stage, and configure mobile devices (iOS, Android) for deployment
* Device unboxing, quality assurance checks, and physical protection (screen protectors, rugged cases)
* Enrollment into MDM platforms (e.g., Intune, Workspace ONE) with required profiles, applications, and policies
* Labelling, repackaging, and logistics for deployment
* Monitor MDM dashboards for compliance, policy enforcement, and device health
* Provide remote support to end users for device onboarding and troubleshooting
* Perform basic MDM admin tasks such as wiping, locking, or locating devices
* Maintain accurate records of device asset data and deployment logs
* Participate in shift handovers and maintain high-quality documentation to support 24/7 operations
* Adhere to and assist in refining Standard Operating Procedures (SOPs) for MDM processes
Required Skills & Experience:
* 2+ years' experience in a Level 1 & 2 IT support role
* Practical experience with MDM platforms such as Microsoft Intune, VMware Workspace ONE, or similar
* Strong understanding of Microsoft 365 services including conditional access, compliance, and basic PowerShell administration
* Familiarity with supporting iOS and Android mobile operating systems
* Proficient in remote support tools and ticketing systems (e.g., ConnectWise, ServiceNow)
* Hands-on experience preparing physical devices for deployment
* Excellent communication and documentation skills
* Ability to work effectively in a rotating 24/7 roster
Additional Valued Experience and Desirable Qualifications:
* Experience supporting Telstra's Enterprise mobility platforms
* Experience with device provisioning platforms: Apple ADE/DEP, Android Zero-Touch, Samsung Knox (KME & Knox Suite)
* Familiarity with PowerShell scripting for device or MDM automation
* Previous experience in an MSP or large Enterprise support environment
Our Company Values:
* Make it Happen: We're passionate about delivering exceptional experiences to our customers and partners
* Communicate with Purpose: We strive to communicate clearly and effectively with all stakeholders
* Trust is a Must: We build trust by being reliable, transparent, and accountable in all our interactions