ICT Support and Test Engineer

Overview

TNTrading Pty Ltd, trading as Cybershop, is expanding its operations, service coverage and client base across Australia. The ICT Support and Test Engineer will be primarily based in Perth, Western Australia, which will be the main work location for the position.

The role is responsible for providing advanced ICT technical support and system testing services to Cybershop’s business clients across Western Australia and nationally. As Cybershop continues to expand its branch and service operations, the position will also require regular travel between Perth and Melbourneto support business operations, client projects, system deployments, testing activities and coordination with the company’s broader technical and management teams.

The role supports Cybershop’s core service offerings, including onsite ICT support, remote support services, managed IT solutions, hardware deployment, system testing and technology validation. The position ensures the reliability, performance, security and usability of ICT systems by combining Tier 2–3 technical support with structured hardware, software and system testing prior to deployment and throughout ongoing operations.

Key Duties and Responsibilities

ICT Technical Support (Advanced / Tier 2–3)

1. Provide advanced onsite and remote ICT technical support to business clients, diagnosing and resolving complex issues across desktops, laptops, servers, networks, point-of-sale systems, and peripheral devices.
2. Troubleshoot hardware, operating system, application, connectivity, and compatibility issues to minimise downtime and ensure continuity of business operations.
3. Support Microsoft Windows environments, Microsoft 365, Active Directory, networking equipment, firewalls, Wi-Fi systems, and endpoint devices used by Cybershop clients.
4. Act as an escalation point for complex technical incidents requiring in-depth analysis and resolution.

System, Hardware and Software Testing

1. Conduct structured system, hardware, and software testing to verify functionality, performance, stability, and security prior to deployment or customer delivery.
2. Perform quality assurance testing, regression testing, and user acceptance testing (UAT) on new hardware models, system upgrades, software updates, and integrated solutions.
3. Diagnose faults identified during testing, document root causes, and implement corrective actions to ensure systems meet technical and operational requirements.
4. Validate ICT equipment and configurations to ensure compatibility with client environments and Cybershop service standards.

Monitoring, Evaluation and Improvement

1. Monitor the performance and reliability of deployed ICT systems, identifying risks, inefficiencies, or emerging issues.
2. Recommend and implement improvements to system stability, security posture, usability, and overall user experience.
3. Assist in evaluating new technologies, tools, and vendor solutions for suitability within Cybershop’s service offerings.

Installation, Configuration and Deployment

1. Install, configure, optimise, and document desktops, laptops, servers, networking devices, and associated software for internal use and client solutions.
2. Assist in the rollout of new technologies, including cloud services, security tools, remote support platforms, and managed service solutions.
3. Ensure installations align with best practices, security standards, and customer requirements.

Documentation and Reporting

1. Create and maintain technical documentation, including test plans, test results, configuration records, troubleshooting guides, system procedures, and user support materials.
2. Document system changes, testing outcomes, and support resolutions to support compliance, knowledge sharing, and service continuity.

User Support, Training and Guidance

1. Provide technical guidance and training to clients and internal staff on system usage, security practices, and new technology features. • Support user onboarding and promote correct use of ICT systems to improve efficiency and reduce support incidents.
2. Cybersecurity and Compliance Support
3. Support the implementation and monitoring of cybersecurity measures, including endpoint protection, access controls, patch management, and vulnerability monitoring.
4. Assist in ensuring ICT systems comply with internal standards and accepted security practices relevant to SME environments.

Stakeholder and Vendor Collaboration

1. Liaise with vendors, suppliers, and internal teams to resolve escalated technical issues, coordinate repairs or replacements, and assess product performance. Work collaboratively with Cybershop management and technical teams to deliver high-quality ICT solutions aligned with business and customer needs.

Skills and Experience

1. A recognised tertiary qualification in Information Technology, Computer Science, Business Information Systems, or a related discipline or at least 5 years of equivalent experience.
2. Demonstrated experience providing advanced ICT technical support in a business or managed services environment.
3. Strong experience in ICT system testing, fault diagnosis, quality assurance, and deployment validation.
4. Proven ability to troubleshoot complex hardware, software, and network issues. • Experience supporting onsite and remote ICT service delivery models.
5. Strong technical documentation and communication skills. • Ability to work independently and manage multiple client environments.

Work Location and Travel Requirements

Primary Work Location: Perth, Western Australia.

The position is primarily based in Perth; however, due to Cybershop’s expanding operations and national service delivery model, the successful applicant must be willing and able to travel as reasonably required in connection with their duties.

The position will involve:

1. Regular interstate travel between Perth and Melbourneto support Cybershop’s business operations, client sites, system installations, ICT projects, testing activities and service expansion;
2. Travel to other locations within Australia where required to provide onsite technical support, system deployment, testing, troubleshooting or project implementation services;
3. Occasional international business travel, where reasonably required, for matters such as supplier and vendor engagement, technical evaluation, product testing, technology implementation, training or other business-related activities;
4. Working at client premises from time to time where onsite technical assistance, installation, testing or troubleshooting is required; and
5. Performing remote support and technical work from the Perth office when onsite attendance is not required.

The applicant must therefore have the flexibility to undertake interstate and occasional overseas business travel as reasonably required by the position. Travel requirements will vary according to client needs, project schedules and the operational requirements of Cybershop.