Job Description

The Technology Support Officer plays a crucial role in ensuring the smooth operation of IT systems and providing technical assistance to staff and clients. Based in Brisbane, Queensland, this permanent full-time position is essential for maintaining high levels of customer satisfaction and operational efficiency within the organisation. The successful candidate will be responsible for troubleshooting technical issues, implementing solutions, and supporting the overall IT infrastructure.

Responsibilities:

• Provide first-line technical support to users via phone, email, and in-person.
• Diagnose and resolve hardware and software issues in a timely manner.
• Assist in the installation and configuration of computer systems and applications.
• Maintain and update IT documentation and user manuals.
• Monitor and manage IT inventory and equipment.
• Collaborate with other IT team members to improve system performance and user experience.
• Conduct training sessions for staff on new technologies and software applications.

Qualifications:

• A relevant qualification in Information Technology or a related field.
• At least 2 years of experience in a technical support role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Proficient in troubleshooting and resolving technical issues.
• Experience using enterprise ITSM ticketing platforms (e.g., ConnectWise) to manage end-to-end lifecycle of incidents and service requests.
• Demonstrated ability to triage, prioritise, and resolve technical jobs in strict accordance
  with established Service Level Agreements (SLAs).
• Experience contributing to and maintaining technical documentation and Knowledge Base (KB) repositories to support team and user self-service.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Familiarity with ITIL practices and service management is an advantage.