ICT Support and Test Engineer

Reliable IT Solutions is an Australian IT services business based in Sydney, providing a broad range of technology solutions to business and residential customers. The company provides services including IT support, managed IT services, cloud computing, networking, server installation, software and hardware support, security, backup solutions and business continuity services. The company also provides on-site technical support and aims to deliver proactive IT services and responsive solutions to help clients maintain reliable technology systems.

About the position

Reliable IT Solutions is seeking an ICT Support and Test Engineer to provide technical support, troubleshoot ICT issues, install and configure hardware and software, and test and maintain IT systems and networks. The role will support the company’s IT services, including network integration, server installation, monitoring, and client technical support.

Some of the duties and responsibilities are:

• Provide technical support to clients by troubleshooting, diagnosing, testing and resolving hardware, software, network and system-related issues.
• Analyse and diagnose technical problems involving desktops, laptops, servers, printers, operating systems, email, databases, internet connectivity and security systems.
• Install, configure, maintain, repair and upgrade IT hardware, software, network infrastructure and related systems in accordance with client requirements.
• Test IT systems, applications, hardware and network configurations to identify functionality errors, faults and performance issues and implement appropriate corrective actions.
• Review client IT environments and systems to identify potential technical risks, configuration issues and areas requiring improvement.
• Conduct system and infrastructure assessments and provide recommendations regarding hardware, software, networking and technology solutions to support current and future client requirements.
• Monitor and review system performance, service issues and technical documentation to ensure IT services are delivered in accordance with established procedures and client requirements.
• Identify variations, recurring technical issues and potential risks and recommend appropriate corrective actions and improvements.
• Provide technical guidance and training to clients and users on application software, IT systems, security practices and operational procedures.
• Communicate and liaise with clients, management, users, vendors and other technical personnel to understand requirements, resolve technical issues and coordinate IT services.
• Develop, maintain and review technical documentation, including system procedures, troubleshooting guides, operational manuals, technical reports, specifications and maintenance records.
• Maintain accurate records of system configurations, repairs, upgrades, testing activities and other IT maintenance performed for clients.
• Assist with the planning and implementation of system upgrades, hardware replacements, software deployments and other IT improvement projects.
• Ensure IT services, configurations and support activities are carried out in accordance with relevant technical standards, security requirements, workplace procedures and client requirements.
• Assist in evaluating existing IT systems and recommending suitable hardware, software and infrastructure solutions to improve reliability, performance and security.
• Provide ongoing technical support and follow-up to ensure identified system issues are resolved effectively and client IT environments remain operational.

Skills and experience

• Qualification: Bachelor’s degree in Information Technology, Computer Science, Information Systems or a closely related field.
• Experience: Minimum 3 years of relevant professional experience in ICT support, systems administration, technical support or a related IT environment.
• Technical Skills: Demonstrated knowledge of computer hardware, software, operating systems, networking, databases, internet services and IT security systems.
• Troubleshooting: Strong diagnostic and problem-solving skills, with the ability to identify, analyse and resolve hardware, software, network and system issues.
• Systems Support: Experience in installing, configuring, maintaining, upgrading and testing IT systems and applications.
• Communication: Strong verbal and written communication skills, with the ability to communicate technical information clearly to clients and non-technical users.
• Client Service: Strong customer service skills and the ability to manage multiple support requests while maintaining a professional approach.
• Documentation: Ability to prepare and maintain accurate technical documentation, system records, procedures and troubleshooting guides.
• Organisation: Strong organisational skills, attention to detail and the ability to prioritise tasks according to client and business requirements.
• Teamwork: Ability to work independently as well as collaboratively with technical teams, clients, vendors and other stakeholders.
• Continuous Improvement: Ability to identify technical issues and recommend improvements to system performance, reliability, security and operational efficiency.

All applications will be carefully reviewed and treated with the utmost confidentiality and respect for applicants’ privacy. Only shortlisted candidates will be contacted to proceed to the next stage of the recruitment process.