Job Title: ICT Customer Support Officer 

Purpose of the Role:

The ICT Customer Support Officer provides first-line and second-line technical support to users by diagnosing and resolving hardware, software, network, and application-related issues. The role ensures the reliable operation of ICT services while delivering high-quality customer support and maintaining agreed service levels.

 

Key Responsibilities:

    •    Provide first-line technical support to internal and external users through phone, email, chat, and remote support tools.

    •    Diagnose, troubleshoot, and resolve incidents relating to desktop operating systems, Microsoft 365 applications, business applications, network connectivity, and enterprise systems.

    •    Determine appropriate hardware and software solutions to resolve technical issues efficiently and effectively.

    •    Respond to user enquiries regarding ICT systems, software, hardware, and network services while providing clear technical guidance.

    •    Install, configure, maintain, and support desktop and laptop computers, printers, mobile devices, and associated peripheral equipment.

    •    Install, configure, and update operating systems, software applications, security patches, and enterprise-approved software.

    •    Create, manage, and maintain user accounts, passwords, group memberships, and access permissions using Active Directory, Microsoft Entra ID, and Microsoft 365 administration tools.

    •    Support Microsoft Exchange Online, Microsoft Teams, Outlook, OneDrive, SharePoint, and other Microsoft 365 services.

    •    Assist users with remote access technologies including VPN connectivity and multi-factor authentication.

    •    Monitor, investigate, and resolve incidents within agreed Service Level Agreements (SLAs) using IT Service Management tools.

    •    Escalate complex incidents to specialised technical teams while maintaining ownership and providing regular communication to users.

    •    Maintain accurate documentation of incidents, service requests, troubleshooting steps, and resolutions within the IT Service Management system.

    •    Assist with the deployment, configuration, and maintenance of ICT infrastructure, devices, and enterprise applications.

    •    Support implementation of ICT changes, software deployments, and hardware refresh activities.

    •    Ensure efficient and secure use of ICT systems by following organisational security policies, ITIL best practices, and operational procedures.

    •    Provide user education and guidance on ICT applications, systems, and best practices to improve user experience and minimise recurring issues.

    •    Collaborate with infrastructure, network, security, and application support teams to resolve technical issues and improve service delivery.

    •    Participate in continuous improvement initiatives to enhance service quality, operational efficiency, and customer satisfaction.

 

Pay: Minimum $30.00 / hour   Maximum $40.00 / hour

Guaranteed hours of work per week:  permanent full time, minimum 38 hours  

 

Requirements for the job:

·         At least two years of relevant work experience; Or, a relevant qualification at NZQF Level 4 or above; Or, a Bachelor’s Degree or higher qualification in any major.

·         Knowledge of Microsoft Windows operating systems and Microsoft 365 applications

·         Understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN, and Wi-Fi connectivity

·         Full time available

·         No criminal record

·         Candidates need to be NZ citizen/resident

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