Customer Support Officer, Information Technology

SalvoConnect Barwon South West

. Provide Level 2 IT Service Support to SWARH members and customers .

Posted 11/12/2026full-timeGeelong • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing Level 2 IT Service Support, including troubleshooting hardware and software issues, managing incidents, and delivering effective customer service. Proficient in maintaining ICT knowledge articles and supporting change management activities while adhering to security and information management policies.

Highest-signal resume keywords

Level 2 IT Service SupportTroubleshooting Hardware IssuesMicrosoft Windows Operating SystemsActive Directory SupportIT Support Ticketing Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Software IssuesConfiguration Issues ResolutionAdvanced TroubleshootingScripting LanguagesService Request ManagementIncident ManagementHardware InstallationWindows Server PlatformsService Performance MonitoringQuality Support Documentation

Soft Skills

Strong Written CommunicationStrong Verbal CommunicationCollaborative WorkIndependent WorkCustomer Service

Certifications & Qualifications

Satisfactory Police Record CheckImmunisation Status ClearanceWorking with Children Check

Industry Keywords

ICT SupportService DeskHealth Agency IssuesProcess ImprovementsChange Management

About the role

Key responsibilities & impact

Provide Level 2 IT Service Support to SWARH members and customers
Provide remote and onsite technical support to customers and staff
Manage and resolve incidents, service requests and end-user ICT issues
Troubleshoot break/fix, application and configuration issues
Perform advanced troubleshooting and hardware and software installation
Handle escalated issues from the Service Desk team
Escalate complex issues to subject matter experts in other teams when required
Act as the first point of contact for on-call escalations relating to urgent health-agency issues
Respond to customer enquiries and communicate progress
Meet SLA targets and escalate complex issues where required
Maintain ICT knowledge articles
Contribute to process and service improvements
Support change management activities
Assist with monitoring service performance
Follow ICT policies, security and information management requirements
Participate in phone queues and after-hours on-call rosters
Maintain professional development and complete mandatory training

Requirements

What you’ll need

Demonstrated experience providing remote and face-to-face ICT support in complex organisations
Experience troubleshooting hardware, software and technical issues
Strong knowledge of Microsoft Windows operating systems
Knowledge of Windows Server platforms
Knowledge of Active Directory and Exchange account support
Understanding of scripting languages
Ability to analyse and resolve complex technical issues
Experience using IT support ticketing systems
Ability to assess information and recommend appropriate solutions
Strong written and verbal communication skills
Ability to work independently and collaboratively
Ability to develop quality support documentation and deliver effective customer service
Satisfactory Police Record Check
Immunisation Status Clearance
Working with Children Check, if applicable
Resume and tailored cover letter required

Benefits

Comp & perks

Permanent full-time employment, 80 hours per fortnight
ADOs
5 weeks annual leave (pro-rata)
Salary packaging benefits
Living expenses capped at $9,010
Meals and entertainment capped at $2,650
Vibrant staff wellbeing program
Access to a 24/7 Employee Assistance Program
Extensive professional development opportunities
Excellent working conditions and strong job satisfaction