ICT Support Officer

2 weeks ago

Sydney, New South Wales, Australia Kanji group Full time $60,000 - $90,000 per year

About us

​Kanji IT were formed in 2021 to meet the demands of a range of businesses in the APAC region. The team spans 4 countries and we are pleased to service over 100 businesses in various market segments.

Our professional team, who thrive in a culture of engineering, are ready to meet all challenges of both today and tomorrow, designing or implementing creative and innovative solutions which are appropriately sized, costed and secured for our customers. We help your business grow and will grow with your business.

We are seeking an enthusiastic, detail-oriented and technically capable ICT Support Officer to join our Customer Support IT team, working on-site in Sydney. Collaborate with team members to provide superior application support.

About the role

With a focus on providing excellent technical care to our Business, this role will be providing hands-on and remote IT support across multiple Locations, Customer Facilities, and IT platforms. The role will frequently be working independently in Customer Locations with remote support from a National IT Team.

The ideal candidate will have a strong and demonstrable personal interest and background in maintaining and troubleshooting technology systems as well as a real understanding of what excellent customer care and communication looks like.

  • Provide Level 2 IT Support across Windows, macOS, mobile devices with advanced knowledge of networks, servers and application support.
  • Troubleshoot and resolve issues related to network connectivity, IP telephony, video conferencing, WiFi, and higher-level networking environments.
  • Provide application support, assisting with escalations, troubleshooting, and liaising with vendors where required.
  • Support business applications, including Linux containerised environments and other modern deployment platforms.
  • Providing excellent customer service with a "customer first" mindset, ensuring a positive experience in all interactions.
  • Perform upgrades, installations, relocations, and technology rollouts.
  • Apply incident management and problem management processes (ITIL framework), including creating and updating SOPs, ticket documentation and contributing to continuous improvement initiatives.
  • Travel within NSW is regularly required; occasional interstate travel may also be necessary.

Skills/Experience and Qualifications

  • Strong customer service skills with experience in a service desk or application support role. Skilled at communicating complex technical concepts to business stakeholders in a clear and accessible manner.
  • Team-oriented with strong interpersonal skills and a professional approach.
  • 3+ years' experience in a technical IT support role (Level 2 or higher).
  • Strong skills in Windows OS, Microsoft 365, Windows Networking, Active Directory / Entra ID.
  • Experience with higher-level networking including Wi-Fi troubleshooting and optimisation.
  • Understanding of containers (e.g., Docker, Kubernetes) and their use in application support environments.
  • Exposure to NinjaOne RMM, Linux domains, IP phone systems, Exchange, and Android mobile devices (desirable).
  • Agile, adaptable, and able to prioritise tasks in a fast-paced environment.
  • Discretion, diplomacy, and the ability to handle confidential information appropriately.
  • Current Australian driver's licence, access to a vehicle, and willingness to travel.
  • Must complete a National Police Check, a Pre-Employment Health Assessment, and provide proof of the right to work in Australia.

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