Job Description

About Professional IT Solutions

Professional IT Solutions is a trusted provider of Information Technology and Telecommunications

services, delivering managed IT support, cloud solutions, cybersecurity services, infrastructure

management, and technical consulting to businesses across Australia. We are committed to

helping our clients achieve reliable, secure, and efficient technology environments through

exceptional customer service and technical expertise.

Position Overview

We are seeking an experienced and customer-focused ICT Customer Support Officer (ANZSCO

313112) to join our growing team. This role is responsible for providing first and second-level

technical support to clients, troubleshooting ICT issues, assisting with network and cloud service

implementations, and ensuring the efficient operation of client technology environments.

The successful candidate will work closely with clients and internal technical teams to deliver timely

support and maintain high levels of customer satisfaction.

Key Responsibilities

•       Respond to client enquiries regarding hardware, software, network, cloud, and telecommunications issues.

•       Diagnose, troubleshoot, and resolve technical problems affecting computer systems, applications, networks, and peripheral devices.

•       Determine software and hardware requirements and recommend appropriate solutions to meet client needs.

•       Install, configure, maintain, and upgrade operating systems, software applications, and ICT equipment.

•       Provide users with technical support, training, guidance, and advice on ICT systems and applications.

•       Assist with the deployment, maintenance, and monitoring of computer infrastructure and cloud-based services.

•       Implement and support computer networks, including wired, wireless, and remote access environments.

•       Maintain accurate records of support requests, troubleshooting activities, resolutions, and system changes.

•       Provide both remote and onsite technical support to clients as required.

•       Contribute to continuous improvement initiatives and support the delivery of managed IT services.

Skills and Experience Required

•       AQF Diploma, Advanced Diploma, Associate Degree, or higher qualification in Information Technology or a related field.

•       Alternatively, a minimum of three years of relevant industry experience may substitute for formal qualifications.

•       Demonstrated experience in an ICT support, help desk, service desk, or customer support role.

•       Experience supporting Microsoft Windows operating systems and Microsoft 365 environments.

•       Sound knowledge of networking technologies, including TCP/IP, DNS, DHCP, VPNs, switches, routers, and wireless networking.

•       Experience supporting cloud platforms and modern business ICT environments is highly regarded.

•       Strong troubleshooting, analytical, and problem-solving skills.

•       Excellent written and verbal communication skills.

•       Strong customer service focus with the ability to build positive client relationships.

•       Ability to work independently, manage priorities effectively, and collaborate within a team environment.

What We Offer

•       Competitive salary package of $75,000 – $85,000 per annum plus superannuation.

•       Opportunity to work with a diverse range of technologies and clients.

•       Professional development and career growth opportunities.

•       Supportive and collaborative team environment.

•       Exposure to cloud, cybersecurity, networking, and managed IT services projects.

How to Apply

If you are passionate about technology and delivering outstanding customer support, we encourage

you to apply. Please submit your resume and cover letter outlining your relevant experience and

qualifications.

Professional IT Solutions is an equal opportunity employer and welcomes applications from

suitably qualified candidates.