ICT Customer Support Officer
Salary: $75,000 – $85,000 +Super
About us
mCare Digital Pty Ltd (ABN: 32161052571) is a 100% Australian-owned tech company focused on developing cutting-edge wearable and IoT solutions tailored to the needs of the Aged Care, Disability Support, and Personal Safety industries. Our advanced assistive technology enables carers, healthcare providers, government bodies, and monitoring services to remotely oversee and support individuals in real-time, ensuring safety and well-being through our integrated software platform and devices.
About the role
The ICT Customer Support Officer is responsible for ensuring that mCare's Wearable and Information Systems are operational and optimised to support our enterprise and consumer customers. The role involves facilitating helpdesk and technical customer support regarding issues arising from configuring and maintaining devices, applications, systems, infrastructure and connectivity for customers, service providers and stakeholders with ongoing support of these digital solutions. With a strong focus on wearable technology and associated applications the ICT Customer Support Officer contributes to both the technical and operational excellence of the company, supporting the ongoing improvement of user experience, compliance, and service delivery across all service pillars and industries.
Key responsibilities
Provide helpdesk & technical support and guidance to users experiencing wearable, hardware, software, connectivity, network and system-related issues.
Diagnose and resolve technical problems relating to wearable devices, computers, applications, operating systems, peripherals and other ICT equipment including ConnectiveCare and mobile Applications.
Respond to enquiries and provide assistance with software and hardware issues by phone, email, service desk or in person.
Assess technical requirements and recommend appropriate hardware, software and system solutions to resolve identified issues.
Install, configure, update and maintain approved software, applications and operating systems in accordance with user and business requirements.
Assist with the effective and efficient use of IoT applications like ConnectiveCare, systems and ICT equipment deployed for enterprise and consumer customers.
Configure and troubleshoot wearable devices, computer workstations, printers, modems, terminals and other peripheral equipment.
Repair, replace or arrange the replacement of faulty computer hardware and peripheral equipment where required.
Monitor and follow up on reported technical issues, maintaining accurate records of troubleshooting activities and resolutions.
Test, diagnose and deploy firmware, software to existing wearable & IoT devices in the field and future products rolled out by mCare Digital.
About you
Diploma or higher qualification in information technology, Information Systems, Computer Science, or a related discipline
Minimum 1 year of full-time relevant industry experience (or equivalent part-time experience)
Strong knowledge of ICT user support and troubleshooting, including the installation, configuration, maintenance and diagnosis of operating systems, software, hardware and peripheral equipment.
Experience in maintaining wearable device firmware, software provisioning platforms and IT infrastructure
Knowledge and experience maintaining CRM or IoT provisioning systems like ConnectiveCare or similar
Sound understanding of ICT security practices, user access controls and security protocols to support the secure and effective use of systems, applications and organisational data
Proficiency in providing technical support for computer systems, applications, network connectivity and ICT equipment, with the ability to identify issues and implement appropriate solutions.