ICT Support Engineer

Job Summary:

We are seeking a skilled ICT Support Engineer to develop and implement support procedures and strategies for IT systems, networks, operating systems, and applications. This role involves troubleshooting and resolving complex system issues, providing technical expertise, and ensuring the smooth operation of IT infrastructure. The ideal candidate should have a strong understanding of ICT frameworks, system security, and network administration.

Key Responsibilities:

• Create system designs, handover documentation, and assorted project
• artefacts
• Act as a senior technical member of the Operations team
• Support and manage back-office infrastructure to ensure the availability of critical
• systems
• Escalate high-impacting service issues to relevant stakeholders
• As needed, assist internal ICT support teams in the resolution of Incidents
• Timely response and resolution of service issues and ensure service level
• agreements are met
• Where required; install, support, and maintain ICT Infrastructure for staff and
• students
• Collaborate with chosen vendors and service providers to deliver the expected
• service levels
• Identify potential problems and advise IT Leads, assist in developing the most
• appropriate remediation, solution, and escalation path
• Assist in the implementation of ICT migrations and integration assets as
• required
• Occasional out-of-hours support and project work may be required
• Compliance with all company policies and procedures including WHS
• legislation requirements

Required Skills and Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 3+ Years of experience in ICT Support, System administration, or network management
• Strong knowledge of Windows, Linux, and MacOS
• Proficiency in networking (TCP/IP, DNS, DHCP, Firewalls, VLANs, etc.)
• Experience with cloud computing (Azure, AWS, Google Cloud) and virtualization (VMware, Hyper-V, Citrix)
• Familiarity with ITIL frameworks, ITSM tools (ServiceNow, Jira), and remote support solutions
• Strong analytical, problem-solving, and communication skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment

Preferred Certifications:

• CCNA, CompTIA Network+, ITIL Foundation, Microsoft Certified: Azure Administrator, AWS Solutions Architect
• Certifications in Cybersecurity (CISSP, CEH) or cloud platforms are a plus