Senior ICT Support Officer

• Type: Contract
• Job #18063

About the role

We are seeking a skilled and customer-focused Senior ICT Support Officer to provide advanced first-level technical support and lead the delivery of Tier 1 helpdesk services within a large and dynamic organisation. This position serves as an escalation point for complex incidents, ensuring high-quality ICT service outcomes while mentoring junior team members and contributing to continuous service improvement.

Key Responsibilities

• Deliver responsive first-level ICT support via phone, email, and ticketing systems, ensuring timely resolution of incidents and requests.

• Lead and coordinate Tier 1 support operations, providing guidance to junior ICT officers.

• Troubleshoot and resolve complex technical issues across desktop, mobile, and Microsoft 365 environments.

• Manage escalations, maintain stakeholder communication, and ensure service level compliance.

• Contribute to ICT knowledge base development, reporting, and process improvement initiatives.

• Assist with ICT hardware and software installation, configuration, and maintenance activities.

• Support technology rollouts, upgrades, and service transition projects as required.

Skills and Experience

• Proven experience providing advanced ICT support in a complex organisational or enterprise environment.

• Strong technical knowledge across desktop support, Microsoft 365 administration, and networking fundamentals (TCP/IP, LAN/WAN).

• Excellent problem-solving and analytical skills to diagnose and resolve technical issues efficiently.

• Well-developed communication and stakeholder engagement abilities.

• Experience mentoring junior staff and fostering a collaborative team culture.

• Strong organisational skills and the ability to manage competing priorities effectively.

Desirable

• Relevant tertiary qualifications in Information Technology, Computer Science, or a related discipline.

• Industry certifications (e.g., Microsoft, Cisco, VMware) highly regarded.

• Knowledge of enterprise networking, Application Whitelisting, endpoint remediation, and scripting technologies.

• Familiarity with government or large-scale ICT environments.

Contact details

For a confidential chat, please contact George via email at gwright@exclaim-it.com.au. We would be happy to provide additional information and assist you through the application process.