Customer Support Officer

2 days ago

Sydney, New South Wales, Australia IVEGA GROUP PTY LTD Full time $90,000 - $120,000 per year

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, encompassing the USA, Canada, Europe, Australia and India.

Job Title: ICT Customer Support Officer

Company: IVEGA GROUP PTY LTD

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

Salary: $90,000 to $100,000 (Excluding Superannuation)

Job Description:

Position Overview:

The ICT Customer Support Officer is responsible for providing technical assistance, troubleshooting, and support to end-users regarding computer systems, applications, and network-related issues. The role ensures efficient and reliable ICT operations by resolving user incidents, maintaining systems, and supporting both hardware and software environments.

Key Responsibilities:

  • Respond to technical support requests from end users via phone, email, or ticketing systems.
  • Diagnose and resolve hardware, software, and network-related issues in a timely manner.
  • Install, configure, and maintain desktop computers, laptops, printers, mobile devices, and other peripherals.
  • Support the installation and maintenance of business applications and tools (e.g., Concur, KDS, ERP systems).
  • Escalate complex incidents to higher-level technical teams or vendors as required.
  • Maintain accurate records of service requests, solutions, and system configurations.
  • Assist in setting up user accounts, permissions, and access rights in line with company policies.
  • Provide end-user training and guidance on ICT systems, best practices, and security procedures.
  • Participate in system upgrades, testing, and deployment of new technologies.
  • Monitor system performance and report recurring issues to the ICT Manager for continuous improvement.

Skills and Competencies:

  • Strong technical troubleshooting and diagnostic abilities.
  • Excellent communication and customer service skills.
  • Ability to manage multiple support requests and prioritise effectively.
  • Working knowledge of operating systems (Windows, macOS), networks, and office applications.
  • Familiarity with remote desktop tools and ticketing systems (e.g., ServiceNow, JIRA, Zendesk).
  • Understanding of ITIL or similar service management frameworks (preferred).
  • Detail-oriented with strong problem-solving and documentation skills.

Qualifications and Experience:

  • Diploma or Bachelor's degree in Information Technology, Computer Science, or related field.
  • 1–3 years of experience in ICT support, helpdesk, or technical assistance roles.
  • Experience supporting users in corporate or enterprise environments.
  • Exposure to business applications, cloud platforms, and remote support tools.
  • Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation (advantageous).

Job Type: Full-time

Pay: $90,000.00 – $120,000.00 per year

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