ICT Customer Support Officer

Job Title: ICT Customer Support Officer

Location: Auckland
Job Type: Full-time
Company: Cloudbridge Technologies Limited

About the Role

We are seeking a capable and proactive ICT Customer Support Officer to join our team. This role is responsible for providing technical support, troubleshooting ICT issues, assisting users with software and systems, and helping maintain smooth day-to-day IT operations.

We are especially looking for someone with strong practical AI skills, who is familiar with using modern AI tools such as ChatGPT, Gemini, and other AI models to improve support efficiency, problem-solving, documentation, and internal workflows.

Key Responsibilities

• Provide first-level and second-level ICT support to staff and customers
• Diagnose and resolve hardware, software, network, and system issues
• Set up, maintain, and support desktops, laptops, printers, mobile devices, and user accounts
• Assist with system deployment, maintenance, and upgrades
• Maintain accurate support records, troubleshooting notes, and user guides
• Train and guide users on ICT systems and digital tools
• Use AI tools such as ChatGPT, Gemini, and similar platforms to improve customer support, draft responses, create documentation, and assist with troubleshooting
• Support the business in applying AI tools to practical office, service, and communication tasks
• Escalate complex technical issues where required

Essential Requirements

• Relevant qualification in ICT, Information Technology, Computer Support, or related field
• Experience in ICT support, help desk, or technical customer service
• Strong knowledge of computer systems, software, internet applications, and basic networking
• Good problem-solving and communication skills
• Ability to explain technical issues clearly to non-technical users
• Strong practical experience using AI tools
• Familiarity with AI models and platforms such as ChatGPT, Gemini, and similar tools
• Ability to use AI effectively for:
  • drafting and improving support responses
  • troubleshooting common ICT issues
  • preparing guides, SOPs, and internal documents
  • improving workflow efficiency and productivity

Preferred Skills

• Experience with Microsoft 365, Google Workspace, CRM systems, or ticketing systems
• Understanding of cybersecurity awareness and data protection practices
• Ability to test and evaluate new digital tools and AI applications for business use
• Strong initiative and willingness to adapt to new technology

Personal Attributes

• Customer-focused and service-oriented
• Reliable, organized, and detail-oriented
• Fast learner with a positive attitude
• Able to work independently and as part of a team

How to Apply

Please submit your CV and a cover letter outlining your ICT support experience and your practical experience with AI tools such as ChatGPT and Gemini.