SYSTEMSGO AUSTRALIA PTY LIMITED is part of a global IT and AV services group supporting multinational businesses throughout the Asia-Pacific region. Our Sydney office plays a vital role in delivering high-performance technology infrastructure and responsive support solutions. We are currently seeking a proactive and technically proficient ICT Support Technician to join our growing team and ensure the smooth running of IT systems across our user base.

REQUIRED SKILLS AND QUALIFICATIONS

• At least 1 year of full-time experience in an ICT support or technical customer service role.
• Strong diagnostic skills with Windows 10/11, including boot failure recovery using tools like Hiren’s Boot Disk.
• Working knowledge of Active Directory (ADDS), DNS, DHCP, Print Servers, and Backup Management.
• Familiarity with Azure Active Directory, Multi-Factor Authentication (MFA), and Azure Backup & Storage environments.
• Experience troubleshooting Office 365, Outlook, and related authentication/access issues.
• Proficiency with ticketing systems (e.g. ServiceNow, Freshdesk, Ninja Ticketing) and remote access tools (e.g. LogMeIn, TeamViewer, NinjaOne).
• Basic understanding of routing, switching, cabling, and VPN configuration/support.
• Exposure to NAS (Network Attached Storage) and network drive issue resolution.
• Knowledge of WatchGuard firewalls and Veeam backup systems.
• Familiarity with virtualisation platforms (e.g. Citrix, VirtualBox, VMware Workstation, Hyper-V).
• Ability to troubleshoot printers and projectors, including barcode/label printers and multifunction networked devices.

• Provide first and second-level support to end users through onsite visits, phone, email, Microsoft Teams, and remote support tools such as LogMeIn, ensuring timely resolution of issues while maintaining a high level of customer service.
• Support end users across multiple time zones, especially within Asia-Pacific, by offering reliable assistance in both virtual and hybrid working environments.
• Log and manage all incidents and service requests using internal ticketing platforms, ensuring accurate tracking, status updates, and follow-through to resolution.
• Adhere to ITIL-based processes for incident handling, problem management, and change implementation to ensure consistent and auditable IT operations.
• Own complex or unresolved technical issues, escalating appropriately while maintaining communication with stakeholders until resolution.
• Diagnose and resolve technical issues related to hardware, software, peripherals, and network connectivity, with a focus on root cause analysis and permanent solutions.
• Participate in and support IT projects, such as hardware deployments, system upgrades, cloud migrations, and office relocations, collaborating with both technical and business teams.
• Maintain strong performance against KPIs, including customer satisfaction, response and resolution times, service level adherence, and quality metrics.
• Document technical procedures and solutions in the internal knowledge base, contributing to team learning and improved end-user self-service.
• Train or assist new team members, sharing knowledge and encouraging best practices across the IT support function.
• Provide feedback and technical insight to the IT Manager and Technology Director on common user issues, bugs, and areas for improvement in system performance.
• Assist with ad hoc tasks and assignments as directed, ensuring flexible and responsive support aligned with evolving business priorities.