ICT Customer Support Officer in Sydney

Chirpn IT Solutions and Services – Sydney NSW

We are seeking a dedicated IT Support and Service Desk professional with hands-on Level 1/2 experience providing technical support across hardware, software, and networking environments. The ideal candidate is an adept hardware technician with exceptional ICT customer support skills, a high level of patience, and a strong capability for delivering clear, customer-focused communication. In this role, you will manage both L1 and L2 support queues, assist System Administrators, and coordinate seamlessly with internal teams and external vendors.

Key Responsibilities

• Deliver Level 1 & 2 technical support in a fast-paced environment, answering support calls, logging tickets, and resolving complex hardware, software, and network issues.
• Partake in hardware rollouts, executing large-scale Windows 11 deployments and enterprise-wide hardware refresh projects.
• Perform SOE imaging and deploy new devices efficiently to minimize user downtime.
• Assist System Administration efforts by managing user identity and access, including comprehensive onboarding and offboarding processes utilizing Active Directory and Microsoft 365.
• Coordinate with everyone by collaborating cross-functionally with diverse internal teams and external vendors to handle complex escalations and ensure continuous service delivery.
• Manage hardware procurement, installation, and maintenance, while maintaining accurate hardware and software inventories and tracking IT assets.
• Resolve incoming support requests via ITSM platforms (e.g., ServiceNow), maintaining strict adherence to Service Level Agreements (SLAs) and established escalation protocols.
• Support and troubleshoot corporate video conferencing setups, including Zoom, Microsoft Teams, 3CX, and Cisco Jabber.

Required Technical Skills

• Operating Systems: High proficiency in navigating and troubleshooting both Windows OS and Mac OS, alongside experience in VMware and Linux.
• Systems & Infrastructure: Skilled in Active Directory administration, Microsoft 365, Microsoft Intune, and basic Windows Server troubleshooting.
• Support Tools: Hands-on experience with service and remote support applications, including ServiceNow, TeamViewer, Quick Assist, Zoho Desk, and AnyDesk.

Required Experience & Attributes

• Proven background resolving customer concerns efficiently and professionally while fostering a supportive and cooperative work environment.
• Strong time management and organizational skills to meet performance targets and SLAs in high-volume, fast-paced environments.
• A proven track record of maintaining high standards of quality and efficiency, demonstrating the immense patience required for frontline IT support and end-user training.
• Required experience 2+ Years in a similar role.

Salary: $85K–$100K per annum