ICT Customer Support Officer

Job Title: ICT Customer Support Officer

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