ICT Support Technician

Welcome to Made

Made is a hugely successful purpose-driven Australian business with an extensive portfolio of better-for-you food and beverage products. Since 2005 health-conscious Australians have shown their love for our core brands - Cocobella (coconut water and yoghurts), Rokeby Farms (functional dairy), Impressed (plant-based products) and NutrientWater (enhanced water). The culture at Made is dynamic, inclusive and fun. We are all about Making Healthy Happy and we live and breathe this ethos in all that we do. Together we continue to achieve greatness, from our delicious products to our people and everything in between.

As a leading FMCG business, we depend on a reliable and responsive ICT infrastructure to support our fast-moving, operationally intensive environment. In this support-focused role, you will be the first point of contact for our employees, delivering both on-site and remote technical support across a wide range of IT systems and services. We are seeking a highly skilled ICT Support Technician that possesses a broad range of technical skills and the ability to work independently to resolve all ICT-related issues.

The Role

This role will ensure the seamless operation of our IT and communication systems. This includes providing technical support for business applications, network infrastructure, and cloud-based services. Your responsibilities will include troubleshooting technical issues, supporting core applications, assisting with user and network administration, and ensuring the ongoing performance and reliability of our ICT systems to minimise disruption to operations.

Key Responsibilities

System and Network Administration

• Provide Level 2 technical support for hardware, software, and network issues, escalating to external vendors and service providers (Level 3) only when necessary.
• Manage, configure, and maintain all on-premise and cloud-based infrastructure, including servers, virtualization platforms (e.g., VMware), and storage.
• Administer network devices such as routers, switches, Wi-Fi access points, and firewalls, ensuring high availability and optimal performance.
• Oversee all aspects of Microsoft 365 and Entra ID administration, including user provisioning, license management, and email systems.
• Install, configure, and manage line-of-business applications critical to food and beverage production, such as ERP systems, warehouse management systems (WMS), and SCADA.

Technical Support and User Management

• Provide prompt and efficient technical support to all staff, addressing hardware, software, and network queries in a fast-paced environment.
• Diagnose, repair, and replace hardware components and peripherals including terminals, printers, and modems
• Manage the ICT aspects of employee onboarding and offboarding, including account creation, equipment setup, and access removal.
• Create and maintain comprehensive technical documentation, standard operating procedures, and a knowledge base to aid in future issue resolution.
• Deliver training to staff on new systems, software, and best practices to improve ICT literacy across the organisation.

General and Project Management

• Independently manage and prioritise day-to-day tasks and service requests using an ICT ticketing system.
• Proactively monitor ICT systems to anticipate and prevent issues before they occur.
• Assist with ICT-related projects, including research, solution evaluation, procurement, and implementation.
• Effectively manage vendor relationships and third-party contractors for IT equipment and services, ensuring service level agreements (SLAs) are met.

Security, Backup, and Disaster Recovery

• Maintain and enforce robust cybersecurity measures to protect against threats, including regular patching, vulnerability assessments, and management of anti-virus software.
• Manage a regular and reliable system backup and recovery strategy to ensure business continuity and disaster recovery preparedness.
• Conduct security audits and log reviews to proactively identify and address potential security vulnerabilities.
• Improving security and integration between IT/OT systems with documentation and standardisation of IT/OT.

What's on Offer

• A competitive salary package aligned to your level of experience and suitability for the role
• Participation in company's Performance Bonus plan
• Additional Annual Leave days (Birthday & Volunteer Leave)
• IT tools provided
• Great breakout / kitchen area with cooking facilities (breakfast & fresh fruit provided)
• Onsite car parking
• A healthy & happy culture:
• On-site gym
• Healthy products to enjoy
• Winning culture and amazing team
• Access to exclusive offers and discounts
• Access to our confidential Employee Assistance Program (EAP).

Skills and Experience

Your previous experience and qualifications will include:

• Minimum 5 years' experience in a similar ICT support or technical role
• Relevant qualifications in Information Technology or a related field – CISCO CCNA
• Proficiency with Windows OS, Windows Server, Microsoft 365, Active Directory / Entra ID
• Experience of OT & Industrial Control Systems (ICS)
• Experience with cloud-based environments, remote desktop services, and ticketing systems
• Experience in network administration (TCP/IP, DNS, DHCP, VPN) and managing network hardware, infrastructure and troubleshooting.
• Strong understanding of cybersecurity principles and security best practices.
• Strong problem-solving skills with the ability to work independently in a high-volume environment
• Excellent communication and interpersonal skills, with a customer-focused approach

If you meet the above criteria and are interesting in joining our dynamic and purpose driven team, please send through your current resume demonstrating why you would be a great fit for the ICT Support Technician role

We accept applications from all people with the right to live and work in Australia.

Made is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome and value individuals from all backgrounds and ensure fair treatment for all employees.