IT Support & Infrastructure Officer

About Hume Doors & Timber

Hume Doors & Timber (QLD) Pty Ltd is Australia's leading Door Manufacturer and Timber Wholesaler. The company is 100% Australian owned and markets its products to the hardware, timber and building industries.

About the Role

We are looking for an IT Support & Infrastructure Officer to take responsibility for the effective functioning and improvement of our IT infrastructure. Based at our Head Office in Kingston, Logan City, this role looks after 7 branch offices across Australia and New Zealand, managing approximately 120 endpoints.

Reporting directly to the Information Systems Manager, you will oversee the smooth running of our server room in the Kingston office and respond to support requests of an infrastructure, server, and desktop nature.

We are seeking a driven person who is trustworthy, autonomous, and capable of taking on challenges of any complexity. Join a well-established manufacturing business with operations across Queensland and New Zealand, offering variety and a hands-on infrastructure role.

Key Responsibilities

• Maintain and improve the company's IT infrastructure across Head Office and 7 branch offices in Australia and New Zealand

• Oversee the smooth functioning of the server room at our Kingston office

• Act as the primary point of contact for support requests, responding to and resolving requests relating to infrastructure, servers, and desktops

• Provide Level 2 support for a wide range of business-critical applications

• Diagnose, assess, and resolve user-reported technical issues, ensuring a high standard of service delivery

• Escalate complex issues to our network support partners where needed

• Provision and support laptops, mobile devices, and endpoints across the business

• Support workplace technology, including printers and meeting room systems

• Work with our third-party IT vendors and service providers

• Maintain IT asset records, stock levels, and software licences

• Assist with technology rollouts, projects, and continuous improvement initiatives

• Maintain and update support documentation and knowledge base articles

• Investigate and resolve issues independently, escalating complex network and infrastructure issues to our external network support partner where appropriate

Professional Attributes

• Excellent personal organisation and time management/prioritisation skills

• Ability to plan, think, and resolve proactively

• Excellent written and verbal communication skills, including the ability to explain technical issues in non-technical terms

• Eagerness to learn and adapt to new challenges

• An understanding that IT is a support function, with customer service and satisfaction as a priority

• A can-do attitude & a willingness to assist in a variety of areas across our business

Skills & Experience

• Strong level of IT support experience, with the capability to troubleshoot complex issues

• Hands-on Microsoft 365 administration, configuration, and troubleshooting experience

• Good knowledge of Microsoft Windows OS and ability to troubleshoot

• Experience provisioning and supporting laptops, mobile devices, and endpoints

• Strong troubleshooting skills across hardware, software, and connectivity

• Apply networking fundamentals across firewalls, VPNs and switching, with escalation where required

• Experience working with third-party vendors and service providers

• Demonstrated experience supporting operating systems, applications, endpoint management, and enterprise IT environments

• Proven experience in environments of a similar size

• An all-rounder, with exposure to other technologies such as telephone and camera systems

• Exposure to technology in a ruggedised or manufacturing environment (desirable)

• Relevant industry qualifications (desirable)

While relevant industry qualifications are valued, experience and a positive attitude are equally important.

How to Apply

Please attach a cover letter and resume outlining your previous experience and interest in the role.

Applicants must have full working rights in Australia.