ICT Support Officer

4 days ago

Unley, Australia WILLIAMS TECHNOLOGY PTY LTD Full time $40,000 - $60,000 per year

About Us

We are a Managed Services Provider and Systems Integrator, consistently delivering tailored ICT solutions that meet the unique needs of clients across a wide range of industries. Our clients include SMBs, enterprises, and non-profit organisations, with expertise spanning sectors such as Education, Healthcare, Professional Services, Construction, and Entertainment.

At our core, we make people successful through technology. We deliver approachable, effective technology solutions grounded in real-world context, always considering the human element.

Our Core Values

  • Do the right thing
  • Approachable professionalism
  • Getting it done
  • One step better every day
  • Considering the human element

The Role

We are looking for an enthusiastic ICT Support Officer (Level 1/2) to join our growing Service Delivery team.

In this role, you'll be part of the frontline of our Managed Services operation, providing remote and onsite technical support to a diverse range of clients, troubleshooting issues, and helping to keep their systems running smoothly.

You'll work closely with other team members and senior technicians to deliver exceptional service, learn new technologies, and contribute to the continuous improvement of our processes and client experience.

This position offers a great opportunity to develop your skills across multiple technologies and environments, with clear pathways for progression and professional growth.

About You

You're someone who:

  • Enjoys solving technical problems and helping people.
  • Communicates clearly and confidently with clients and teammates.
  • Takes ownership of issues and follows them through to resolution.
  • Is proactive in learning new technologies and improving processes.
  • Brings a positive attitude and contributes to a collaborative team culture.

We welcome applications from candidates with minimal industry experience who can demonstrate strong technical aptitude and customer service skills.

Experience working within a Managed Services Provider (MSP) or similar IT support environment for 1–2 years will be highly regarded.

Key Responsibilities

  • Provide remote and onsite support for client environments, including desktops, servers, and cloud services.
  • Respond to incidents and service requests within agreed timeframes.
  • Action change requests such as user onboarding and offboarding, permissions changes, password resets, and other routine administrative tasks.
  • Escalate complex issues appropriately while maintaining ownership and communication with the client.
  • Assist with user account management, system maintenance, and monitoring alerts.
  • Document work clearly and accurately within the ticketing system.
  • Contribute to process improvements and share knowledge with peers.

Key Skills

Experience or working knowledge in the following areas will be highly regarded (training and development can be provided):

  • Microsoft 365 administration and support
  • Microsoft Windows operating systems
  • Basic networking concepts (DNS, DHCP, VPNs, firewalls, Wi-Fi)
  • Endpoint protection and patch management
  • Remote Monitoring and Management (RMM) tools
  • Strong customer service and communication skills

Desirable Skills

  • Active Directory and Group Policy
  • Azure AD / Intune
  • ITIL principles
  • Ticketing and service desk tools
  • PowerShell scripting or automation

If you're looking to kickstart or grow your IT career with a company that values people, growth, and doing things the right way, we'd love to hear from you.

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