ICT Customer Support Officer

ICT Customer Support Officer

Team Leader - Administration / Consultant at Bayside Group

Responsibilities

• Travel to client homes to install, configure, and troubleshoot hardware (computers, peripherals, networking equipment) and software, ensuring safe and accessible installations.
• Manage end‑to‑end installation of internet services, including Starlink satellite systems: site assessment, hardware installation, network configuration, and user training.
• Assess client needs and recommend, install, and configure assistive technologies (screen readers, voice recognition, adaptive keyboards, specialized hardware/software).
• Provide patient, tailored training to clients on technology use, simplifying complex concepts and adapting teaching methods for varied learning styles, cognitive abilities, and physical limitations.
• Maintain and manage internal computer systems, servers, and networks: routine maintenance, security patching, system monitoring, data backups.
• Act as primary point of contact for internal staff technical difficulties: diagnose and resolve hardware/software issues, manage IT support tickets, deliver prompt solutions.
• Implement and enforce security measures to protect sensitive client and organizational data: user access controls, compliance with Australian privacy principles and NDIS regulations, staff data security training.
• Manage lifecycle of IT assets: procure hardware/software, maintain accurate inventory, manage software licenses, secure disposal of outdated equipment.
• Respond to and resolve inquiries regarding software/hardware problems from all users: systematic troubleshooting, documentation, user communication.
• Create and maintain clear, comprehensive documentation for all IT processes: user guides, network diagrams, installation procedures, knowledge base articles; report on system performance and support metrics as required.
• Stay current with emerging technologies, particularly in assistive technology and IT support; proactively identify opportunities to improve IT systems and processes.

Qualifications & Experience

• Minimum qualification: AQF Associate Degree, Advanced Diploma or Diploma with 1 year mandatory relevant work experience.

Salary

$90,000 - $92,000 per annum plus superannuation

Location: Perth, Western Australia