About the Business
Inventory Control Systems Pty Ltd, based in Caringbah NSW, provides inventory and asset management technology solutions to businesses across Australia and the wider Australasian region. The company supplies, installs and supports CribMaster inventory management systems, including software platforms, RFID technology, electronic lockers, vending and automated dispensing equipment.
Its services include system installation and configuration, hardware and software integration, onsite implementation, troubleshooting, maintenance, user support and technical servicing. The business supports customers throughout the lifecycle of installed systems, from initial deployment through to ongoing fault diagnosis, system testing and onsite technical support.
About the Role:
ICS is seeking a full-time Technical Support & Onsite Services Officer to provide technical support for its software, hardware and inventory management solutions. The role involves diagnosing and resolving technical issues, undertaking onsite installations and maintenance, configuring systems and associated equipment, and assisting customers with the effective operation of CribMaster solutions.
The position combines remote technical support with onsite service delivery and requires regular interaction with customers, distributors, internal teams and external service providers. The successful candidate will be responsible for ensuring technical issues are investigated and resolved efficiently while maintaining reliable operation of customer systems and equipment.
Salary: AUD $80,000 - $85,000 plus superannuation
Employment Type: Full-time, 38 hrs per week
Tasks and Responsibilities:
· Provide technical support to customers and distributors.
· Diagnose and resolve hardware, software and connectivity issues.
· Respond to support requests through the organisation's ticketing system.
· Troubleshoot CribMaster and associated applications.
· Escalate complex technical issues where required.
· Maintain accurate records of incidents, troubleshooting and resolutions.
2. Onsite Services
· Attend customer sites to install, configure, maintain and troubleshoot equipment.
· Configure computers, scanners, RFID equipment, dispensing machines and other related hardware.
· Perform hardware replacements, upgrades and preventative maintenance.
· Conduct onsite system testing and validation.
· Provide customer training and technical guidance.
3. System Administration & Configuration
· Configure user accounts, system settings and application functionality.
· Assist with customer data changes and system configuration requests.
· Perform system testing following configuration changes.
· Assist with software updates and deployment activities.
4. Customer Service
· Provide professional and timely communication to customers.
· Keep customers informed about progress and expected resolution times.
· Provide technical guidance in a clear and understandable manner.
· Maintain professional relationships with key customer contacts.
5. Documentation
· Maintain technical documentation, procedures and knowledge-based articles.
· Document recurring issues and recommended solutions.
· Assist with developing user manuals and training materials.
Qualifications and Work Experience Required:
· Bachelor’s degree in Business Information Systems, Information Technology, Computer Science, Information Systems, or another closely related discipline.
· Minimum 3 years of relevant experience working with CribMaster software and hardware solutions, including system configuration, troubleshooting and customer support.
· Demonstrated experience in an IT technical support, service desk or field support environment, providing support for both software and hardware issues.
· Practical experience diagnosing and resolving issues involving Windows operating environments, application software, peripheral devices and network connectivity.
· Sound understanding of networking fundamentals, including TCP/IP, LAN connectivity and basic network troubleshooting.
· Experience undertaking onsite technical support, equipment installation, system testing and preventative maintenance is highly regarded.
· Strong written and verbal communication skills, with the ability to explain technical matters clearly to customers and non-technical users.
· Ability to work independently at customer sites, manage competing support priorities and travel to customer locations as required.
Application Process
Applicants who meet the above criteria are encouraged to apply and provide a detailed outline of their suitability for the position.
Applications will be accepted for four (4) weeks from the date of advertisement.
Only shortlisted candidates will be contacted.
Pay: $80,000.00 – $85,000.00 per year
Work Location: In person
