ICT Help Desk Support (L1& L2) at C4i Solutions

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

15 Jul, 26

Salary

0.0

Posted On

16 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ICT service desk, Technical support, Incident management, ServiceNow, Jira, Windows, Mac OS, Networking, DNS, DHCP, VPN, TCP/IP, Microsoft 365, Hardware troubleshooting, Software installation, User account management

Industry

technology;Information and Internet

Description

Be you with us – Shape the future of Defence and Technology C4i Solutions is a leading Technology, ICT, and Digital Solutions company, delivering real outcomes for our Defence, Government, and Industry partners. We're growing and we're looking for great people who share our values, believe in our mission, and care about what they do. People who value teamwork, take pride in their work, and want to make an impact. About the Role: As an ICT Help Desk Support (L1& L2) in C4i Solutions, you will provide frontline and escalated technical assistance to end users across the organisation. You are responsible for diagnosing, resolving, and escalating IT incidents and service requests, ensuring minimal disruption to business operations and delivering high-quality customer support. The role is located onsite in Sydney, CBD. About the role: Provide first-line (L1) support for IT incidents and service requests via phone, email, and ticketing systems. Some out of hours and shift work required. Troubleshoot and resolve common hardware, software, and network issues. Escalate complex technical issues to L2 or specialist teams when required. Perform user account management, including password resets and access provisioning. Install, configure, and support desktop hardware, software, and peripherals. Assist with onboarding and offboarding of users (setup, access, equipment). Log, track, and update incidents in ITSM tools (e.g. ServiceNow, Jira). Conduct remote troubleshooting using standard support tools. Support basic network connectivity issues (Wi-Fi, VPN, LAN access). Maintain knowledge base articles and support documentation. Ensure adherence to SLAs and service desk procedures. Provide L2 support for more complex issues such as application errors, system configurations, and deeper diagnostics. About you: Australian citizen (required for Defence projects) with a min AGSVA NV1 clearance. Min Certificate 3 or above in Information Technology or an IT/related field (or equivalent experience). Experience in ICT service desk or technical support environment. Familiarity with ITSM tools (e.g. ServiceNow, Jira Service Management, Zendesk). Strong understanding of Windows/Mac operating systems. Basic knowledge of networking concepts (DNS, DHCP, VPN, TCP/IP). Experience supporting Microsoft 365 and common business. Applications Communicates clearly and confidently, both written and verbal. Is highly organised with strong attention to detail. Builds positive relationships and manages stakeholders effectively. Works well independently and takes initiative. Can manage competing priorities and meet deadlines. Adapts easily to change and works well in a team environment. Why Join Us? Veteran-Focused: As a Veteran-owned and operated company, we value your service. Our Veteran Career Development Program is designed to support your transition and future career growth. Defence Veterans are strongly encouraged to apply. People First: Were a company that puts people at the centre. Fostering a culture of wellbeing, engagement, and respect for your unique skills. A Culture That Values You: Be part of a passionate, supportive, and growing team that recognises your contribution and rewards success. And we like to keep things real. We work hard, support each other, and make space for a laugh along the way. Benefits We Offer: Long Service Leave @ 7 years: Take long service leave after 7 years' service (Pro-rata). Health & wellbeing allowance: Our annual Health & Wellbeing allowance ($250) helps you stay fit and healthy. First year leave (5 days): We offer 5 additional leave days in your first year to help you settle in! Birthday leave: We know your birthday is a special day! Take the day off and relax on us! Higher Education Subsidy: Obtain a higher qualification relevant to your role while working with us and receive a $2500 contribution annually. This includes certification fees on digital learning courses. Veteran Engagement: At C4i Solutions, we understand that leaving the ADF can be a daunting time. We've been there, as we know from our own experience. Our Veteran Career Development Program offers a range of support and development activities for ADF veterans and their partners, so that your transition from the ADF is seamless and supported. Service Awards: We acknowledge your service with us through 1, 5, and 10-year awards. Employee Recognition: We reward our people when they go above and beyond. Donate for a Cause: Donate to a charity of your choice and we'll match it up to a value of $200! PLUS, much more! Be you, with us: If you're looking for a workplace where your skills, experience, and dedication are genuinely valued we'd love to hear from you. We are a close-knit team of veterans, problem-solvers, tech heads, dads, mums, soccer coaches, and weekend adventurers who love what we do, like to have a bit of fun, and don't take ourselves too seriously. What brings us together is a passion for doing great work that makes a real difference to those who serve. If this sounds like your kind of team, apply now. We'd love to hear from you. www.C4isolutions.com.au

Responsibilities

Provide frontline and escalated technical assistance to end users by diagnosing and resolving IT incidents and service requests. Manage user accounts, configure hardware and software, and maintain documentation while adhering to service level agreements.