Customer Support Officer - IT
Salary: $79,800 per year + Super
About the Role:
Join a team where ownership, integrity, and growth aren’t just words — they’re how we do IT.
At Imagine Now IT, we empower clients, grow our people, and deliver with purpose. This is a place where learning never stops, results matter, and your voice makes a real impact.
We’re looking for a skilled and motivated IT Customer Support Officer who is looking to progress their career with great opportunities for growth and advancement, providing hands-on technical support across a dynamic client base. Please note that this is NOT a remote role.
Imagine Now IT is seeking an experienced and driven IT Customer Support Officer within our fast-paced, dynamic IT support team.
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Key Responsibilities:
· Provide remote and onsite support to business clients.
· Receive, assess, prioritise, document and resolve support requests through the company ticketing system.
· Diagnose and troubleshoot Windows desktop, laptop, software, peripheral, printer and endpoint issues.
· Support Microsoft 365 client environments, including user access, Microsoft Entra ID, Exchange Online, OneDrive, Teams, licence-related enquiries, delegated mailbox access and authentication-related support.
· Troubleshoot network connectivity issues involving business internet services, DNS dependencies, Wi-Fi, remote access, VPNs, routers, switches and firewall-related configurations.
· Assist with WatchGuard, AuthPoint and Mobile VPN support, including remote-access and multi-factor-authentication issues in accordance with established procedures.
· Support IP telephony and communications systems, including Yealink desk phones, user profiles, quick-call configuration, endpoint/headset testing and basic call-quality troubleshooting.
· Assist with client internet-service changes, ISP transition activities, DNS-related dependencies and connectivity testing.
· Support cloud-hosted and remote-desktop printing environments, including printer/scanner connectivity assessment and related DNS or network troubleshooting.
· Assist with client onboarding, new-computer setup, endpoint deployment, client technology changes, domain-management tasks and small-to-medium ICT projects.
· Review technical documentation, vendor guidance and existing client configurations to identify practical solutions.
· Prepare accurate ticket notes, work summaries, client follow-up messages, technical documentation, recommendations and service proposals.
· Meet with clients onsite or remotely to assess issues, explain solutions in plain language and provide professional ICT guidance.
· Escalate high-risk, complex, project-related or commercial matters to the Level 3 Technician, General Manager, Project Manager, Director or external vendor as appropriate.
· Participate in the company’s after-hours support and monitoring arrangements, subject to the final roster and employment conditions.
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What We’re Looking For:
· A relevant ICT qualification, such as a Diploma, Advanced Diploma, Bachelor degree or equivalent demonstrated practical ICT support experience.
· At least one to two years of relevant experience in an ICT support, managed-service-provider, service-desk, systems-support or similar client-facing technical role.
· Demonstrated ability to investigate and resolve issues that require assessment, research, documentation review, configuration, testing and technical judgement.
· Experience supporting Microsoft 365 and related business-cloud services.
· Practical Windows endpoint, business-application, hardware, printer and peripheral troubleshooting skills.
· Working knowledge of networking principles, including DNS, Wi-Fi, VPN, internet connectivity, firewall-related troubleshooting and remote-access support.
· Strong written communication skills, including the ability to prepare clear technical notes, client updates and recommendations.
· Professional customer-service skills and the ability to explain technical issues to non-technical users.
· The ability to work independently, manage competing priorities and escalate appropriately.
· A current unrestricted Australian driver licence and willingness to attend client sites across Maitland, the Hunter region, Newcastle and surrounding areas.
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Skills & Attributes
· Managed IT services provider or multi-client support experience.
· WatchGuard firewall, AuthPoint or Mobile VPN support.
· UniFi network or Wi-Fi support.
· Microsoft 365 administration, Exchange Online, Entra ID, OneDrive, SharePoint, Teams and Microsoft Admin Centre experience.
· Yealink, 3CX or other IP telephony and unified-communications support.
· RMM, endpoint-protection, backup, remote-support and ticketing-system experience.
· Experience supporting business ISP transitions, DNS changes, domain management or connectivity troubleshooting.
· Cyber-security awareness, security-configuration support and authentication troubleshooting.
· Technical documentation, client reporting, solution recommendations or proposal preparation.
· A proven reliable team member with a hunger to learn.
· Analytical with good decision-making abilities.
· Exceptional communication and client service focus.
· Ability to remain calm and decisive under pressure.
· Passionate about delivering quality outcomes and constantly looking for improvement opportunities.
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Why Join Imagine Now IT?
· At Imagine Now IT, we don’t just fix problems — we empower people and businesses through smart, secure, and future-ready technology solutions. Located in the heart of Maitland, we’re a passionate team driven by innovation, integrity, and the desire to make tech support genuinely human.
· Here’s why our team loves working here:
· Growth-Focused Culture
· We’re big on professional development. Whether it’s technical certifications, leadership pathways, or hands-on project experience, we invest in your growth so you can thrive.
· Supportive Team Vibe
· You’re never just a number here. Our collaborative environment means everyone has a voice, and support is always a tap on the shoulder (or a Teams call) away.
· Work That Matters
· We support businesses of all sizes — from local legends to enterprise clients — and every day brings new challenges and opportunities to make a real impact. Cutting-Edge Tech
· From cloud-first solutions to cybersecurity excellence, we stay at the forefront of technology so you can too.
· Values-Driven
· We believe in doing IT the right way — with honesty, care, and commitment. Our clients trust us because we deliver more than service — we deliver peace of mind.
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Our Values – What We Stand For
· At Imagine Now IT, our core values shape everything we do — from the way we support clients to how we grow our team. When you join us, you’re not just taking a job — you’re stepping into a culture built on:
· Ownership & Initiative – Move forward, give your best effort, and learn from mistakes.
· Inspiring Confidence – Lead with clarity, friendliness, and proactive support that builds trust.
· Results, Not Excuses – We go the extra mile to deliver the best outcomes for our clients.
· Pure Intentions, Honest Actions – Integrity first. Always. Even when it’s tough.
· Always Learning, Always Growing – Personal growth and professional development are non-negotiables here.
If these values resonate with you, you’ll feel right at home at Imagine Now IT.
Ready to lead, inspire, and make an impact?