Technical Support Officer

• Location: Brisbane City, QLD
• Type: Contract
• Job #18806

About the role

Join a busy ICT Operations team as a Technical Support Officer (AO4) and become the first point of contact for users across a range of ICT services. You’ll provide hands-on technical support, resolve issues, triage incidents and ensure requests meet agreed service levels.
 

Key Responsibilities

• Provide first-line service desk and desktop support across hardware, software and telecommunications.
• Triage, prioritise and escalate incidents to meet service level targets.
• Troubleshoot technical issues across user devices, applications and Microsoft 365.
• Track incidents and requests through to resolution.
• Create and maintain support guides to improve service quality and reduce user downtime.

Highly desirable criteria

• Strong service desk or desktop support experience.
• Hands-on Microsoft 365 troubleshooting experience.
• Strong incident triage and escalation skills.
• Clear communication with technical and non-technical stakeholders.
• Ability to prioritise work in a fast-paced support environment.

Desirable criteria

• Experience in a government or large enterprise environment.
• Knowledge of IT service management processes.
• Experience with service level agreements and incident reporting.
• Flexibility to support a Monday–Friday rotational roster and occasional on-call requirements.

Skills and experience

• Technical troubleshooting
• Microsoft 365
• Service desk and desktop support
• Incident management
• Stakeholder communication

Contact Details

For a confidential chat, please contact Mur on 0436 438 272 or via email at mur@exclaim-it.com.au and we would be more than happy to provide you with additional information and assist in the application process.