ICT Support Technician
Salary: $79,000 – $82,000 per year
Eremea supports clients to achieve their home and life goals. We have been doing this since 2002 for clients across culturally diverse communities, firstly in Aged Care and now in Disability.
Eremea exists to ensure people live life well, which means we align our clients' life requirements for good health, happiness, emotional wellbeing and security.
In response to changes across the sector, underpinned by choice, flexibility and control, we continue to develop a digitally connected business. Our technology environment supports connectivity and transparency between our clients and our people and is integral to the effective delivery of our services.
Eremea is looking for a full-time ICT Support Technician to join our team in Ashfield, NSW 2131.
The successful candidate will be responsible for supporting and maintaining Eremea's IT systems and technology environment and providing technical support across the organisation.
The right candidate will be self-driven, technically capable and adaptable, with strong problem-solving skills and the ability to provide reliable technical support in a busy service environment.
As an ICT Support Technician, your responsibilities will include but not be limited to
1. Providing Tier 2 technical support for hardware, software, cloud services, identity management and network-related issues.
2. Diagnosing and resolving escalated technical incidents, identifying root causes and coordinating appropriate remediation.
3. Configuring, maintaining and supporting Microsoft 365 services, including Entra ID, Exchange Online, SharePoint Online and Microsoft Teams.
4. Administering identity and access management processes, including user provisioning, authentication, multi-factor authentication and role-based access controls.
5. Administering Microsoft 365 user accounts, licences, permissions and system access.
6. Monitoring IT service availability, performance, response times and resolution times to maintain reliable IT operations.
7. Investigating recurring incidents, undertaking root cause analysis and implementing improvements to IT support processes and service delivery.
8. Maintaining identity and access management, security controls, system patching and compliance requirements across cloud and on-premises systems.
9. Maintaining technical documentation, support procedures, troubleshooting guides and operational records.
10. Coordinating with third-party technology vendors and service providers to investigate, escalate and resolve complex infrastructure and application issues.
11. Supporting IT system deployments, upgrades, configuration changes and ongoing maintenance.
12. Assisting with the management of IT assets and software licences across the organisation.
13. Providing technical guidance to users and other support personnel and managing escalated technical issues.
14. Assisting with IT operational leadership where required, including incident prioritisation, technical escalation, stakeholder communication and coordination of day-to-day IT operations.
To be successful in this role you will possess or demonstrate
1. A relevant tertiary qualification in Information Technology, Information and Communications Technology, Computer Science or a related discipline.
2. Relevant professional experience in IT support, systems administration or a similar technical role.
3. Demonstrated experience providing Tier 2 technical support in a business environment.
4. Strong working knowledge of Microsoft 365, Entra ID, Exchange Online, SharePoint Online and Microsoft Teams.
5. Experience with identity and access management, user provisioning, MFA and role-based access controls.
6. Experience supporting cloud and on-premises systems, networking, hardware and software.
7. Demonstrated incident management, troubleshooting and root cause analysis skills.
8. Sound understanding of IT security controls, patching and system maintenance.
9. Well-developed communication and stakeholder management skills.
10. Ability to work independently, prioritise technical incidents and coordinate effectively with internal stakeholders and external technology providers.