Senior ICT Support Officer

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.