ICT Support Engineer – Full-Time

Techants Solutions Pty Ltd is seeking a full-time ICT Support Engineer to join our growing team in Parramatta. The role is responsible for providing first and second-level technical support to internal staff and external clients across a wide range of IT systems, software, and infrastructure. This role is integral to ensuring the smooth operation of client IT environments and supports our broader Managed Services operations through timely issue resolution, proactive system maintenance, and user education.

The position requires a comprehensive understanding of end-user computing environments, remote support platforms, cloud applications (especially Microsoft 365), IT security practices, and device lifecycle management.

Key Duties and Responsibilities

Helpdesk and Technical Support

• Respond to and resolve support requests via phone, email, remote tools, or in person.
• Provide Level 1 and Level 2 support for desktops, laptops, printers, mobile devices, and VoIP phones across Windows, macOS, iOS, and Android platforms.
• Monitor and triage helpdesk ticket queues using ITSM platforms (e.g., ConnectWise, Zendesk, ServiceNow), ensuring SLA adherence.
• Maintain a strong focus on customer service and communicate solutions clearly to end-users.

System and Software Administration

• Install, configure, and troubleshoot operating systems and applications, including Microsoft 365 (Outlook, Teams, OneDrive), web browsers, and antivirus software.
• Manage user accounts, groups, and access permissions in Active Directory and Microsoft Entra ID (Azure AD).
• Configure MFA (Multi-Factor Authentication), password policies, and conditional access policies.

Network and Connectivity Support

• Troubleshoot network issues, including Wi-Fi, VPN, DNS/DHCP problems, and LAN/WAN connectivity.
• Assist with the setup and maintenance of network devices such as routers, switches, and access points.
• Configure and support secure remote access solutions for end-users.

Endpoint and Asset Management

• Support device deployment using tools like Microsoft Intune, Autopilot, or Datto RMM.
• Maintain accurate asset registers and perform regular audits of IT hardware and software.
• Apply firmware and driver updates, OS patches, and software upgrades as per scheduled maintenance windows.

Security and Backup Operations

• Perform backup verification tasks and assist with restoration as required.
• Monitor endpoint security, including antivirus/EDR alerts, and ensure compliance with IT security policies.
• Participate in phishing simulations and user cybersecurity awareness initiatives.

Documentation and Reporting

• Document solutions, procedures, and infrastructure diagrams within the knowledge base.
• Generate weekly or monthly support activity reports for management review.
• Update and maintain technical documentation for client environments and internal systems.

Onboarding and Training

• Assist with onboarding new users including device setup, user access provisioning, and induction training.
• Provide training and guidance to end-users on using collaboration tools and IT best practices.

Skills and Competencies

• Strong customer service and communication skills with the ability to explain technical concepts in simple terms.
• Broad knowledge of IT hardware, Windows/macOS systems, and Microsoft 365 applications.
• Familiarity with remote support tools (e.g., AnyDesk, TeamViewer, ConnectWise Control).
• Working knowledge of Active Directory, Azure AD, and endpoint security solutions.
• Troubleshooting skills across operating systems, networking, printing, and peripheral devices.
• Basic scripting or automation knowledge (e.g., PowerShell, Bash) is advantageous.
• Experience working within an MSP or similar service-oriented environment is highly desirable.

Qualifications and Experience

Required:

• Diploma or higher qualification in Information Technology, Computer Science, or a related field.
• Minimum 2 years of relevant work experience in IT support, helpdesk, or systems administration.

Desirable:

• Microsoft Certified: Modern Desktop Administrator Associate or equivalent.
• CompTIA A+, Network+, or other IT support certifications.
• Experience with Microsoft 365 Administration, Intune, or RMM platforms.

Remuneration and Conditions

• This is a full-time position, 38 hours per week.
• Annual salary commensurate with experience, within the industry standards for ICT Support Engineers in Australia ($75,000 – $85,000).
• Occasional after-hours or weekend support may be required to meet client SLAs or during critical incidents.

Purpose and Value to the Organisation

The ICT Support Engineer role is a vital part of Techants Solutions’ service delivery function. It ensures that:

• Our clients’ daily IT operations run smoothly and without disruption.
• Support requests are handled efficiently and to a high standard.
• Onboarding of new users and devices is completed swiftly to minimise downtime.
• Proactive support is delivered to mitigate risks, security incidents, and system failures.

This role underpins the delivery of high-quality managed IT services, helping Techants Solutions to retain clients, meet contractual obligations, and maintain service-level excellence.

If you feel like this is for you, please email your CV to info@techants.com.au