IT Support Officer
Salary: $65,000 – $75,000 per year
About the role
AFROTECH is seeking an IT Support Officer to join our growing team in Mansfield, QLD. This is a full-time position offering the opportunity to become a key member of our IT support operation. In this role, you will provide essential technical support and assistance to end-users, you will be responsible for diagnosing, troubleshooting and resolving a wide variety of IT issues, whilst maintaining a high standard of customer service. This position is integral to maintaining our clients IT infrastructure and supporting their users to work effectively.
Key responsibilities
Provide first and second-line technical support to end-users via telephone, email and in-person
Diagnose, troubleshoot and resolve hardware, software and network-related issues in a timely manner
Install, configure and maintain IT equipment including computers, printers and peripherals
Manage and prioritise support tickets using IT service management systems
Perform regular system maintenance and updates to ensure optimal performance
Document and track all support incidents and resolutions for future reference
Assist with user onboarding and IT orientation for new employees
Contribute to the development and maintenance of IT documentation and knowledge bases
Support IT projects and system implementations as required
Maintain security compliance and follow IT policies and procedures
Support end users with Microsoft cloud-based services
What we're looking for
Proven experience in an IT support or help desk environment, ideally 1+ years in a similar role
Strong technical knowledge of Windows and/or macOS operating systems
Sound understanding of networking concepts, hardware troubleshooting and software applications
Experience with IT ticketing systems and service management tools
Excellent communication skills with the ability to explain technical concepts to non-technical users
Strong problem-solving abilities and a logical approach to diagnosing issues
Ability to manage multiple tasks and prioritise workload effectively
Customer-focused mindset with a commitment to providing high-quality support
Relevant qualifications such as CompTIA A+, Cert III in IT or similar industry certifications is required
Proficiency in English, both written and verbal
Familiarity with cloud services and mobile device management would be advantageous
Experience with AV products and services would be advantageous
Must be eligible to obtain a BlueCard
Must have a driver licence
What we offer
At AFROTECH, we value our employees and are committed to creating a supportive work environment. We offer a competitive salary package commensurate with experience, bonuses, opportunities for professional development and career progression within the IT sector. We provide a collaborative workplace culture where your contributions are recognised and valued. Additional benefits include access to ongoing training and certification support to enhance your technical skills, flexible working arrangements where possible, and a focus on maintaining a healthy work-life balance.
About us
AFROTECH is a forward-thinking MSP that provides IT support and products to education, SMB and SME sectors. We are committed to delivering innovative technology solutions and services that drive business success for our clients and partners. Since our inception in the year 2000, our team is built on a foundation of technical excellence, integrity and a genuine commitment to supporting our clients. We foster a collaborative and inclusive workplace where innovation is encouraged, exposer to wide variety of technologies such as cloud services, IP based security, AI, Audio Visual, telephony services are provided and professional development is prioritised. At AFROTECH, we believe that our people are our greatest asset, and we invest in creating an environment where talented individuals can thrive and make meaningful contributions to the organisation and our clients.
Apply now
If you meet the above requirements and are eager to join a dynamic IT support team, we would like to hear from you. Please submit your CV, a cover letter outlining your relevant experience, and any relevant certifications to AFROTECH. We look forward to hearing from you.