About

Job description:

IVEGA Group Pty Lmd 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 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)

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).