ICT Support Officer

About the Company:

AVT Australia, a CACI company, specialises in the design and production of lightweight camera gimbal systems. Our world-leading camera systems operate in a range of defence and commercial applications including airborne surveillance, ground-based counter drone systems, maritime, and ground vehicle systems.

Our rapidly expanding team is built around a group of talented individuals and leadership.

Our office is located within walking distance of Queen Victoria Markets, with easy access to public transport. We offer great working conditions, fun atmosphere, and believe in a positive work-life balance. Simply put, we believe your job should add meaning to your life, not consume it!

The opportunity

The ICT Support Officer provides practical, timely and customer-focused technology support across the business. The role supports day-to-day ICT operations for a 50-person engineering firm, helping staff work securely and effectively across desktops, laptops, mobile devices, collaboration tools, business applications, networks and cloud services.

The position reports to the ICT Manager, who also acts as the organisation’s Security Officer. The successful candidate will work closely with the ICT Manager to resolve support requests, maintain ICT assets, assist with onboarding and offboarding, support cybersecurity controls, and contribute to continuous improvement of ICT processes.

Key Responsibilities

Support and Service Delivery

• Act as the first point of contact for staff ICT support requests, including hardware, software, connectivity, printing, phones, meeting rooms and collaboration tools.

• Triage, troubleshoot, resolve service requests in a timely and professional manner.

• Forwarding and escalation of issues to 3rd party IT MSP where necessary, including following up with MSP to ensure jobs completed correctly and within agreed SLAs.

• Maintain clear support records, ticket notes, asset records and user documentation.

• Assist with workstation setup, software installation, user profile configuration and peripheral device support.

• Implement basic desktop/laptop repairs/changes (eg: laptop battery replacements, desktop RAM upgrades)

• Support remote and hybrid workers with secure access, VPN, multi-factor authentication and collaboration platforms.

• Assist with licence tracking, software deployment and basic troubleshooting for various general software applications and tools.

• Support staff in using standard ICT tools effectively and securely.

• Contribute to continuous improvement by identifying recurring issues and proposing practical fixes or documentation updates.

Network and Cloud Administration

• Assist with day-to-day administration of user accounts, groups, permissions, mailboxes and shared resources.

• Support Microsoft 365 or equivalent productivity environments, including email, Teams, SharePoint, OneDrive and device access.

• Help maintain endpoint devices, patching, backups, antivirus/EDR tools and standard operating environments.

• Provide basic support for local area networks, Wi-Fi, internet connectivity, and printers.

• Assist with monitoring system alerts and routine checks to ensure services remain available and reliable.

Cybersecurity and Compliance Support

• Work with the ICT Manager / Security Officer to support the Security Program and to generally encourage, audit, and enforce secure ICT practices across the organisation.

• Assist with user access reviews, password and MFA processes, endpoint security checks and security awareness activities.

• Escalate suspected security incidents, phishing attempts, data loss risks or unusual system behaviour promptly.

• Help maintain ICT policies, procedures and registers, including asset, software, access and incident records.

• Support basic compliance and cyber-security activities including liaising with staff to ensure mitigation of detected vulnerabilities, and system auditing.

Required Skills and Attributes

• Strong customer service mindset with the ability to communicate clearly with technical and non-technical staff.

• Strong general diagnosis, troubleshooting, and technical research skills.

• Basic understanding of networking concepts such as IP addressing, Wi-Fi, DNS, DHCP, and VPNs.

• Awareness of cybersecurity fundamentals, including phishing, MFA, endpoint protection, principles of least privilege, and safe data handling.

• Organised, reliable and able to follow procedures while knowing when to escalate.

• Willingness to learn, document solutions and develop broader ICT and security administration capability.

Experience and Qualifications

• Minimum 1–2 years’ experience in an ICT support, helpdesk, desktop support or similar role.

• Relevant ICT qualification, vocational training or equivalent practical experience.

• Experience with Microsoft 365, Windows, desktop and laptop devices, Office and service desk tools and common peripherals is desirable.

• Exposure to engineering, manufacturing, professional services or project-based environments would be advantageous.

• Foundational certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals or equivalent are desirable but not essential.

Applicants must have full, permanent work rights in Australia. Compliance with International Traffic in Arms Regulations (ITAR) is applicable to this role. Applicants must be able to obtain National Police and other related security clearances that apply to the role.