ICT Customer Support Officer

Hyperix Pty Ltd is seeking a skilled and customer-focused ICT Customer Support Officer to provide technical assistance and support to customers and internal users. The role involves diagnosing and resolving hardware, software, network and system-related issues, managing IT support requests, maintaining computer systems and ensuring efficient delivery of ICT services. The successful candidate will play an important role in maintaining system reliability, improving user experience and providing timely technical solutions while delivering a high standard of customer service.

• Provide first-level technical support to customers and end users.
• Respond to technical enquiries via phone, email and helpdesk systems.
• Diagnose and troubleshoot hardware, software, network and connectivity issues.
• Install, configure and maintain computer systems, applications and peripherals.
• Assist users with Microsoft Windows, Microsoft 365 and other business applications.
• Record, monitor and manage support requests through ticketing systems.
• Escalate complex technical issues to relevant IT specialists.
• Maintain technical documentation and support procedures.
• Provide guidance and training to users on IT systems and applications.
• Ensure timely resolution of technical issues and maintain a high level of customer satisfaction.

The successful candidate should have:

• A qualification in Information Technology, Computer Science or a related discipline, or equivalent relevant experience.
• Relevant experience in ICT customer support or IT helpdesk operations.
• Strong troubleshooting and problem-solving skills.
• Knowledge of computer hardware, software, operating systems and networking.
• Experience with Microsoft Windows and Microsoft 365 environments.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to work independently and as part of a team.
• Good time management and organisational skills.