Customer Support Officer

Join a team where ownership, integrity, and growth aren’t just words - they’re how we do IT.

At Imagine Now IT, we empower clients, grow our people, and deliver with purpose. This is a place where learning never stops, results matter, and your voice makes a real impact.

We’re looking for a skilled and motivated IT Customer Support Officer who is looking to progress their career with great opportunities for growth and advancement, providing hands‑on technical support across a dynamic client base. Please note that this is NOT a remote role.

Imagine Now IT is seeking an experienced and driven IT Customer Support Officer within our fast-paced, dynamic IT support team.

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About the Role:

Join a team where ownership, integrity, and growth aren’t just words - they’re how we do IT.

At Imagine Now IT, we empower clients, grow our people, and deliver with purpose. This is a place where learning never stops, results matter, and your voice makes a real impact.

We’re looking for a skilled and motivated IT Customer Support Officer who is looking to progress their career with great opportunities for growth and advancement, providing hands‑on technical support across a dynamic client base. Please note that this is NOT a remote role.

Imagine Now IT is seeking an experienced and driven IT Customer Support Officer within our fast-paced, dynamic IT support team.

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Key Responsibilities:

• Provide remote and onsite support to business clients.
• Receive, assess, prioritise, document and resolve support requests through the company ticketing system.
• Diagnose and troubleshoot Windows desktop, laptop, software, peripheral, printer and endpoint issues.
• Support Microsoft 365 client environments, including user access, Microsoft Entra ID, Exchange Online, OneDrive, Teams, licence‑related enquiries, delegated mailbox access and authentication‑related support.
• Troubleshoot network connectivity issues involving business internet services, DNS dependencies, Wi‑Fi, remote access, VPNs, routers, switches and firewall‑related configurations.
• Assist with WatchGuard, AuthPoint and Mobile VPN support, including remote‑access and multi‑factor‑authentication issues in accordance with established procedures.
• Support IP telephony and communications systems, including Yealink desk phones, user profiles, quick‑call configuration, endpoint/headset testing and basic call‑quality troubleshooting.
• Assist with client internet‑service changes, ISP transition activities, DNS‑related dependencies and connectivity testing.
• Support cloud‑hosted and remote‑desktop printing environments, including printer/scanner connectivity assessment and related DNS or network troubleshooting.
• Assist with client onboarding, new‑computer setup, endpoint deployment, client technology changes, domain‑management tasks and small‑to‑medium ICT projects.
• Review technical documentation, vendor guidance and existing client configurations to identify practical solutions.
• Prepare accurate ticket notes, work summaries, client follow‑up messages, technical documentation, recommendations and service proposals.
• Meet with clients onsite or remotely to assess issues, explain solutions in plain language and provide professional ICT guidance.
• Escalate high‑risk, complex, project‑related or commercial matters to the Level 3 Technician, General Manager, Project Manager, Director or external vendor as appropriate.
• Participate in the company’s after‑hours support and monitoring arrangements, subject to the final roster and employment conditions.

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What We’re Looking For:

• A relevant ICT qualification, such as a Diploma, Advanced Diploma, Bachelor degree or equivalent demonstrated practical ICT support experience.
• At least one to two years of relevant experience in an ICT support, managed‑service‑provider, service‑desk, systems‑support or similar client‑facing technical role.
• Demonstrated ability to investigate and resolve issues that require assessment, research, documentation review, configuration, testing and technical judgement.
• Experience supporting Microsoft 365 and related business‑cloud services.
• Practical Windows endpoint, business‑application, hardware, printer and peripheral troubleshooting skills.
• Working knowledge of networking principles, including DNS, Wi‑Fi, VPN, internet connectivity, firewall‑related troubleshooting and remote‑access support.
• Strong written communication skills, including the ability to prepare clear technical notes, client updates and recommendations.
• Professional customer‑service skills and the ability to explain technical issues to