ICT CUSTOMER SUPPORT OFFICER
Business: Medipaq
Employment Type: Full-time, Ongoing
Location: Ingleburn, NSW, 2565
Salary: AUD $75,000 – $85,000 per annum plus superannuation
Full Job Description
About the Business
Medipaq is an Australian healthcare-related business providing products and services to support the needs of healthcare providers, organisations, and their clients. Operating within the healthcare sector, the business is focused on maintaining reliable service delivery, effective operational systems, strong customer relationships, and appropriate commercial and regulatory standards.
The nature of Medipaq’s operations involves the ongoing use of computer hardware, business software, network-connected systems, digital applications, communication platforms, and other ICT equipment that support day-to-day business activities. Reliable ICT systems and timely technical support are therefore important to maintaining operational continuity, staff productivity, effective communication, and consistent service delivery.
As Medipaq continues to manage its business activities and technology requirements, the organisation requires a dedicated ICT Customer Support Officer to provide technical assistance to users, diagnose and resolve software and hardware problems, support computer infrastructure, and ensure the efficient operation of applications and ICT equipment across the business.
About the Role
The ICT Customer Support Officer is responsible for providing technical assistance and support to users experiencing computer hardware, software, application, network, website, and peripheral equipment issues.
The role involves responding to ICT enquiries, diagnosing technical problems, determining appropriate software and hardware requirements, installing and configuring applications and equipment, adapting existing programs to meet user requirements, and supporting computer networks and associated technology.
The position requires strong technical troubleshooting, communication, organisational, and problem-solving skills, together with practical knowledge of computer hardware, software applications, network connectivity, web technologies, and peripheral equipment. The ICT Customer Support Officer will work closely with employees, management, external ICT providers, vendors, and other relevant stakeholders to maintain reliable ICT services and minimise operational disruption.
Key Responsibilities
- Determine software and hardware requirements and provide appropriate technical solutions to identified user and system problems.
- Respond to enquiries regarding software and hardware problems, diagnosing and resolving technical issues affecting computer systems, applications, and equipment.
- Adapt and configure existing programs, applications, and system settings to meet users’ operational requirements.
- Install, download, configure, update, and maintain appropriate software and applications across workplace computer systems.
- Ensure the efficient use of applications and ICT equipment by providing technical assistance, troubleshooting, and practical guidance to users.
- Implement, configure, and support computer networks, network connectivity, shared resources, and associated ICT infrastructure.
- Design, update, and maintain company websites and assist in diagnosing and resolving website and web-based functionality issues.
- Repair, replace, configure, and maintain peripheral equipment, including computer terminals, printers, scanners, monitors, modems, and other associated ICT equipment.
- Provide ICT customer support through telephone, email, remote assistance, support ticketing systems, and call-centre-style support where required.
- Maintain appropriate records of technical support requests, software and hardware issues, equipment maintenance, and resolutions, and escalate complex technical problems to relevant ICT providers or vendors where required.
Requirements
- Australian citizens and permanent residents are encouraged to apply.
- AQF Associate Degree, Advanced Diploma or Diploma in Information Technology, Computer Science, ICT Support, Networking, Systems Administration, or a related technical discipline.
- At least three years of relevant ICT support experience and/or relevant vendor certification may substitute for the formal qualification where appropriate.
- Relevant experience in ICT customer support, help desk support, desktop support, technical support, or a similar ICT environment is highly regarded.
- Strong knowledge of computer hardware, software applications, operating systems, computer networks, web technologies, and peripheral equipment.
- Demonstrated ability to investigate, diagnose, and resolve software and hardware problems and provide appropriate technical solutions.
- Experience installing, downloading, configuring, updating, and supporting software applications and computer equipment.
- Practical understanding of computer networks, network connectivity, shared resources, internet services, and workplace ICT infrastructure.
- Ability to adapt and configure existing applications and system settings according to user and operational requirements.
- Experience with website maintenance, web-based systems, or related web technologies is desirable.
- Strong technical troubleshooting, analytical, organisational, and problem-solving skills.
- Excellent written and verbal communication skills, with the ability to explain technical information clearly to users with varying levels of ICT knowledge.
- Strong customer service skills and the ability to respond professionally and efficiently to technical enquiries and support requests.
- High attention to detail and the ability to maintain accurate technical support and ICT equipment records.
- Ability to prioritise multiple technical issues and work effectively to minimise disruption to business operations.
- Relevant ICT vendor certifications and experience with technical support or service management systems are advantageous.
- Ability to work effectively within a professional and operationally focused business environment.
Work Conditions
- Full-time, ongoing position.
- Standard business and operational working hours, with flexibility according to ICT support and business requirements.
- Technical support may be provided in person, by telephone, email, remote support systems, or other appropriate support channels.
- Work performed in accordance with Medipaq’s operational, information technology, information security, and workplace policies.
Pay: $75,000.00 – $85,000.00 per year
Work Location: In person
