ICT Support Engineer

Verizon Group Pty Ltd is seeking a skilled and customer-focused ICT Support Engineer to join our team in Sydney/Parramatta. This full-time role involves diagnosing and resolving ICT issues, supporting Microsoft 365 and Windows environments, managing networks and endpoints, and assisting with cloud, cybersecurity and infrastructure solutions. The successful candidate will have strong troubleshooting skills, relevant ICT qualifications and practical experience supporting business technology environments.

Key Responsibilities

The ICT Support Engineer will be responsible for:

• Investigating, diagnosing and resolving hardware, software, network, operating system and application-related problems.
• Providing Level 1, Level 2 and appropriate Level 3 technical support to business users and customers.
• Installing, configuring, testing, maintaining and supporting desktops, laptops, servers, printers and related ICT equipment.
• Administering and troubleshooting Microsoft 365 environments, including Exchange Online, Microsoft Teams, SharePoint, OneDrive and Entra ID.
• Configuring and supporting Microsoft Windows desktop and Windows Server environments.
• Managing user accounts, security groups, permissions, authentication, Multi-Factor Authentication and access controls.
• Supporting Microsoft Intune and endpoint/device management environments.
• Diagnosing LAN, WAN, Wi-Fi, VPN, TCP/IP, DNS and DHCP connectivity and performance issues.
• Installing, configuring and troubleshooting routers, switches, firewalls, wireless access points and other network infrastructure.
• Monitoring ICT systems, endpoints and networks and responding to system alerts, service interruptions and security events.
• Supporting endpoint security, antivirus/EDR, patch management, backup and disaster-recovery solutions.
• Performing user onboarding and offboarding, including account provisioning, permissions, application deployment and workstation configuration.
• Analysing recurring ICT incidents to identify root causes and implementing or recommending corrective solutions.
• Escalating complex issues to vendors and specialist providers and coordinating technical resolution where required.
• Supporting ICT infrastructure upgrades, migrations, deployments and technology refresh projects.
• Performing Microsoft 365 migrations and assisting with cloud and infrastructure implementation projects.
• Maintaining accurate ICT asset, configuration and technical documentation.
• Recording incidents, service requests, troubleshooting activities and resolutions within the company's service-management system.
• Developing and maintaining technical procedures and knowledge-base documentation.
• Liaising directly with customers, vendors and other ICT professionals regarding technical issues and requirements.
• Providing remote and onsite technical support to customers as required.
• Assisting with the implementation and ongoing improvement of cybersecurity controls and ICT operational procedures.

Essential Qualifications

Applicants must have:

• A Bachelor's degree or higher qualification in Information Technology, Computer Science, Computing, Networking or a closely related ICT discipline; or
• An equivalent combination of relevant ICT qualifications and substantial relevant professional experience.

Essential Experience

Applicants should have at least 2 years of relevant professional experience in ICT support, systems administration, technical services, infrastructure support or a closely related technical role.

Candidates must demonstrate practical experience in several of the following areas:

• Microsoft Windows 10/11
• Microsoft 365 administration
• Exchange Online
• Microsoft Teams, SharePoint and OneDrive
• Microsoft Entra ID / Azure Active Directory
• Active Directory and Group Policy
• Microsoft Intune or endpoint management
• Windows Server
• TCP/IP networking
• DNS and DHCP
• VPN and remote-access technologies
• LAN/WAN and wireless networking
• Endpoint security and cybersecurity controls
• Backup and disaster recovery
• ICT monitoring and remote-management platforms
• IT service-management/ticketing systems
• Hardware and software troubleshooting

Desirable Technical Experience

Experience with technologies such as Microsoft Azure, Microsoft Defender, Hyper-V, Datto RMM, Autotask PSA, IT Glue, Cisco, Ubiquiti/UniFi, Fortinet, VoIP and cloud backup platforms will be highly regarded.

Relevant industry certifications from Microsoft, Cisco, CompTIA or equivalent technology vendors will also be advantageous.

Skills and Personal Attributes

The successful applicant will have:

• Strong analytical and technical troubleshooting skills.
• Ability to independently investigate and resolve complex ICT incidents.
• Strong understanding of business ICT environments.
• Excellent written and verbal communication skills.
• Professional customer-service and client-facing skills.
• Ability to communicate technical concepts to non-technical users.
• Strong organisational and time-management skills.
• Ability to prioritise multiple incidents and service requests.
• Strong documentation skills and attention to detail.
• Ability to work independently and collaboratively within a technical team.
• Commitment to maintaining current knowledge of emerging ICT, cloud and cybersecurity technologies.

What We Offer

Verizon Group Pty Ltd offers the successful candidate:

• Full-time permanent employment.
• Salary of $85,000 – $95,000 plus superannuation, commensurate with skills and experience.
• Exposure to diverse business ICT environments.
• Hands-on experience across Microsoft cloud, networking, cybersecurity and infrastructure technologies.
• Opportunities for professional development and technical certification.
• Exposure to ICT projects, migrations and infrastructure deployments.
• A professional and collaborative working environment.
• Career development opportunities as the organisation continues to grow.

How to Apply

Applicants should submit:

• A current resume;
• A brief cover letter outlining relevant ICT Support Engineer experience;
• Details of relevant qualifications and technical certifications; and
• Current work rights in Australia.

Applications will be assessed against the qualifications, technical skills and professional experience required for the position.

Verizon Group Pty Ltd is an equal opportunity employer. Applications from suitably qualified and experienced candidates are encouraged.