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.