Ict Customer Support Officer

**ABOUT US**

The National Institute of Technology is a progressive and highly regarded vocational education and training organisation specialising in delivering courses in Information Technology, Engineering, Project Management and Business Management.

The National Institute of Technology works with universities and higher education providers such as Murdoch University, Edith Cowan University, Southern Cross University, and Sheridan Institute of Higher Education to provide pathway programs to international and domestic students. We also partner with the Australian Computer Society and Engineers Australia to deliver Professional Year Programs.

If you are passionate about providing exceptional IT support while working in a dynamic, fast-paced environment, join the National Institute of Technology (NIT) as an ICT Customer Support Officer and become an integral part of a growing technical support team delivering first-class service to internal staff and clients.

**ABOUT THE ROLE**

As an ICT Customer Support Officer, you will be the first point of contact for technical assistance. Your mission is to ensure the smooth operation of IT systems by responding to support requests, managing hardware and software installations, maintaining network and telecom systems, and contributing to the ongoing efficiency and productivity of the organisation.

**KEY RESPONSIBILITIES**
- Provide IT customer support to staff, students, and clients in person, by phone, or remotely, managing multiple service requests simultaneously
- Handle technological difficulties, evaluate and specify the hardware and software requirements.
- Provide advice and fixes for hardware and software problems to guarantee a satisfying customer experience.
- Install, configure, and manage VoIP hardware and software systems (e.g., IP phones, gateways, switches, routers).
- Deploy and configure telecom infrastructure, including traditional phone systems and VoIP solutions.
- Adapt and alter current programs to better suit the demands of users.
- Configure and monitor computer networks.
- Handle peripheral device repairs and replacements, including modems, printers, and terminals.
- Deliver clear, timely resolutions and walk users through solutions when required
- Support rollout of new systems and software upgrades across the organisation
- Manage user accounts, including setup, access control, and onboarding new staff
- Attend or participate in industry forums, fairs, and other appropriate industry events.

**SELECTION CRITERIA**
- Diploma, or Advanced Diploma level qualification in IT and Telecommunications.
- Proficiency in operating systems (Windows, MacOS, Linux) and computer networking (LAN, WAN, Wi-Fi).
- Experience or qualifications in telecommunications that demonstrate an understanding of installing, configuring, and managing VoIP hardware and software systems (e.g., IP phones, gateways, switches, routers).
- Strong problem-solving skills to identify and resolve technical issues.
- Excellent communication and customer service abilities.
- Ability to manage multiple tasks and work efficiently under pressure.
- Outstanding experience and abilities in customer service.
- The capacity to choose priorities, accomplish goals, and fulfil deadlines.
- Outstanding interpersonal abilities.
- Excellent communication skills, both in writing and speaking.
- Able to work in Australia full-time.
- High level of computer literacy and familiarity with Microsoft 365 Office Suite (Word, Excel, PowerPoint and Teams) and other IT systems

**HOW TO APPLY**

Pay: $80,000.00 per year

Work Authorisation:

- Australia (required)

Work Location: In person