You’ll act as the escalation point for complex technical issues, provide advanced troubleshooting, and mentor junior ICT officers while improving service delivery and consistency across a busy enterprise environment.
Key Responsibilities
- Provide advanced front-line ICT support via phone, email, and ticketing systems.
- Lead and coordinate Tier 1 support to ensure timely resolution of incidents and requests.
- Troubleshoot across desktop, mobile, Microsoft 365, and enterprise environments.
- Act as the escalation point for complex technical issues.
- Support and maintain ICT hardware, software, and network components.
- Mentor ICT officers and contribute to process improvement and knowledge sharing.
- Collaborate with Tier 2/3 teams and vendors to resolve issues.
- Ensure compliance with ICT policies, security, and recordkeeping standards.
- Proven experience leading a helpdesk or ICT support team within a complex organisation.
- Strong hands-on technical support skills across end-user computing, Microsoft 365, and networking.
- Excellent troubleshooting, communication, and stakeholder engagement abilities.
- Strong organisational and time management skills with the ability to prioritise effectively.
- Relevant IT qualifications or equivalent experience (Microsoft, Cisco, or VMware certifications desirable).
- Australian working rights and ability to complete standard background checks.
