Infoxchange is a registered charity and social enterprise where diverse, smart and passionate people embrace the power of technology, to improve social justice outcomes and enable others to feel supported to belong and thrive.

We are also proudly recognised as a Great Place to Work certified employer and we are also on the Great Place To Work’s Best Workplaces for Women list!

We are seeking an IT Support Specialist who will provide support and administration for various customer ICT environments, addressing incidents and service requests to ensure system availability with an emphasis on exceptional customer service.

This is a permanent full-time position (hybrid working model), based in Melbourne.

Key duties and responsibilities

This role will identify and resolve issues promptly and manage incidents and service requests within SLA, aiming for high customer satisfaction.

Identifying opportunities for improvements within the customers environment and making recommendations for future enhancements will be another key part of this role.

You will provide remote and on-site service support, from initial troubleshooting, through to diagnosing, resolving and repairing issues related to Infrastructure (Cloud and On Prem), Network and Communications, and End User Devices.

Key selection criteria

To succeed in this role at Infoxchange, you will demonstrate:

• Working knowledge or certification in ITIL
• Outstanding customer service skills – written, verbal and in-person.
• Experience working within SLA’s and target timeframes.
• Identified and implemented improvements and potential automation of helpdesk tasks
• Previous experience in On-site Support or Help Desk operation
• Experience using ticketing systems
• Knowledge and experience with Windows 10 Pro / 11 Pro, O365 application suite
• Some knowledge of other applications e.g. Adobe products, Copilot
• Knowledge or experience supporting printers and networking.
• Some knowledge and experience with Microsoft Windows Server 2012 R2+
• Experience with Active Directory and Azure Active Directory
• Knowledge of commonly used concepts, practices and procedures for desktop and server support, including remote hardware support.
• Working knowledge of modern security practices.
• A valid driver’s license
• Ability to work remotely, from the office and client sites

Desirable

• Bachelor’s degree or greater in computer science or related discipline
• Microsoft certifications relating to Office 365, SharePoint, or Azure

What do we offer?

As well as enjoying the rewards and satisfaction of working within an NFP, and as a Great Place to Work certified employer, we also offer additional benefits such as Salary Packaging, Annual Leave Loading, hybrid-working, a welcoming office and many more.

Excited by this opportunity and ready to make a difference? Apply today!

Read more about Infoxchange in our annual report at Infoxchange Annual Report 2024

Infoxchange is committed to growing teams with diverse skills, abilities, and experiences. We welcome applications from people of all ages, abilities and cultures, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people living with disability, people from the LGBTQI+ community, parents and carers.

We are a 2025 Circle Back Initiative Employer and commit to respond to every applicant who applies to work for Infoxchange.