ICT Customer Support Officer

2 weeks ago

Sydney, New South Wales, Australia IVEGA GROUP PTY LTD Full time

Job description

IVEGA Group Pty Ltd 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 Support Officer

Company: IVEGA GROUP PTY LTD

Location: Suite 2, 1 Horwood Place, Parramatta, NSW 2150

Salary: $70,000 to $90,000 (Excluding Superannuation)

Position Overview:

We are seeking an ICT Customer Support Officer to provide technical assistance, manage user access, and support enterprise applications for end-users. The role involves troubleshooting hardware, software, and application issues while ensuring reliable and secure ICT operations across the organisation.

Key Responsibilities:

  • Provide first and second-level ICT support for end-users, including troubleshooting hardware, software, network, and application-related issues.
  • Manage user accounts, permissions, and access requests through tools such as Active Directory and other enterprise systems.
  • Support onboarding of new users and applications, ensuring system readiness and smooth integration.
  • Monitor system performance, availability, and user access to maintain secure and efficient operations.
  • Document support procedures, incidents, and resolutions in ticketing and knowledge management systems (ServiceNow, JIRA, Confluence).
  • Collaborate with internal teams and vendors to maintain and enhance ICT systems.
  • Provide guidance to users on security best practices, including password management and safe system usage.
  • Prepare reports and metrics related to support activities, incidents, and system performance.

Key Skills & Competencies:

  • Strong understanding of ICT support processes, including troubleshooting and incident management.
  • Knowledge of Active Directory, SSO, MFA, or other Identity and Access Management (IAM) tools is beneficial.
  • Familiarity with authentication standards such as SAML, OAuth, or OpenID Connect is an advantage.
  • Experience with ticketing tools (ServiceNow, JIRA) and documentation platforms (Confluence).
  • Excellent analytical, communication, and stakeholder management skills.
  • Understanding of ITIL processes and enterprise security best practices.

Experience:

Bachelor's degree (any discipline) is required.

  • 1–2 years of experience in ICT support, technical support, or enterprise application support roles.
  • Exposure to secure access systems, authentication protocols, or IAM tools will be considered an advantage.

Job Type: Full-time

Pay: $70,000.00 – $90,000.00 per year

Work Location: In person

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