Customer Support Officer - IT

Job Description

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Join a team where ownership, integrity, and growth aren’t just words - they’re how we do IT.

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At Imagine Now IT, we empower clients, grow our people, and deliver with purpose. This is a place where learning never stops, results matter, and your voice makes a real impact.

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We’re looking for a skilled and motivated IT Customer Support Officer who is looking to progress their career with great opportunities for growth and advancement, providing hands‑on technical support across a dynamic client base. Please note that this is NOT a remote role.

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Imagine Now IT is seeking an experienced and driven IT Customer Support Officer within our fast-paced, dynamic IT support team.

About the Role: \n

Join a team where ownership, integrity, and growth aren’t just words - they’re how we do IT.

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At Imagine Now IT, we empower clients, grow our people, and deliver with purpose. This is a place where learning never stops, results matter, and your voice makes a real impact.

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We’re looking for a skilled and motivated IT Customer Support Officer who is looking to progress their career with great opportunities for growth and advancement, providing hands‑on technical support across a dynamic client base. Please note that this is NOT a remote role.

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Imagine Now IT is seeking an experienced and driven IT Customer Support Officer within our fast-paced, dynamic IT support team.

Key Responsibilities: \n

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• Provide remote and onsite support to business clients.
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• Receive, assess, prioritise, document and resolve support requests through the company ticketing system.
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• Diagnose and troubleshoot Windows desktop, laptop, software, peripheral, printer and endpoint issues.
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• Support Microsoft 365 client environments, including user access, Microsoft Entra ID, Exchange Online, OneDrive, Teams, licence‑related enquiries, delegated mailbox access and authentication‑related support.
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• Troubleshoot network connectivity issues involving business internet services, DNS dependencies, Wi‑Fi, remote access, VPNs, routers, switches and firewall‑related configurations.
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• Assist with WatchGuard, AuthPoint and Mobile VPN support, including remote‑access and multi‑factor‑authentication issues in accordance with established procedures.
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• Support IP telephony and communications systems, including Yealink desk phones, user profiles, quick‑call configuration, endpoint/headset testing and basic call‑quality troubleshooting.
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• Assist with client internet‑service changes, ISP transition activities, DNS‑related dependencies and connectivity testing.
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• Support cloud‑hosted and remote‑desktop printing environments, including printer/scanner connectivity assessment and related DNS or network troubleshooting.
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• Assist with client onboarding, new‑computer setup, endpoint deployment, client technology changes, domain‑management tasks and small‑to‑medium ICT projects.
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• Review technical documentation, vendor guidance and existing client configurations to identify practical solutions.
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• Prepare accurate ticket notes, work summaries, client follow‑up messages, technical documentation, recommendations and service proposals.
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• Meet with clients onsite or remotely to assess issues, explain solutions in plain language and provide professional ICT guidance.
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• Escalate high‑risk, complex, project‑related or commercial matters to the Level 3 Technician, General Manager, Project Manager, Director or external vendor as appropriate.
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• Participate in the company’s after‑hours support and monitoring arrangements, subject to the final roster and employment conditions.
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What We’re Looking For: \n

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• A relevant ICT qualification, such as a Diploma, Advanced Diploma, Bachelor degree or equivalent demonstrated practical ICT support experience.
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• At least one to two years of relevant experience in an ICT support, managed‑service‑provider, service‑desk, systems‑support or similar client‑facing technical role.
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• Demonstrated ability to investigate and resolve issues that require assessment, research, documentation review, configuration, testing and technical judgement.
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• Experience supporting Microsoft 365 and related business‑cloud services.
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• Practical Windows endpoint, business‑application, hardware, printer and peripheral troubleshooting skills.
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• Working knowledge of networking principles, including DNS, Wi‑Fi, VPN, internet connectivity, firewall‑related troubleshooting and remote‑access support.
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• Strong written communication skills, including the ability to prepare clear technical notes, client updates and recommendations.
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• Professional customer‑service skills and the ability to explain technical issues to non‑technical users.
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• The ability to work independently, manage competing priorities and elevate appropriately.
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• A current unrestricted Australian driver licence and willingness to attend client sites across Maitland, the Hunter region, Newcastle and surrounding areas.
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Skills & Attributes \n

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• Managed IT services provider or multi‑client support experience.
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• WatchGuard firewall, AuthPoint or Mobile VPN support.
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• UniFi network or Wi‑Fi support.
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• Microsoft 365 administration, Exchange Online, Entra ID, OneDrive, SharePoint, Teams and Microsoft Admin Centre experience.
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• Yealink, 3CX or other IP telephony and unified‑communications support.
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• RMM, endpoint‑protection, backup, remote‑support and ticketing‑system experience.
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• Experience supporting business ISP transitions, DNS changes, domain management or connectivity troubleshooting.
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• Cyber‑security awareness, security‑configuration support and authentication troubleshooting.
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• Technical documentation, client reporting, solution recommendations or proposal preparation.
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• A proven reliable team member with a hunger to learn.
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• Analytical with good decision‑making abilities.
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• Exceptional communication and client service focus.
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• Ability to remain calm and decisive under pressure.
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• Passionate about delivering quality outcomes and constantly looking for improvement opportunities.
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Why Join Imagine Now IT? \n

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• At Imagine Now IT, we don’t just fix problems - we empower people and businesses through smart, secure, and future‑ready technology solutions. Located in the heart of Maitland, we’re a passionate team driven by innovation, integrity, and the desire to make tech support genuinely human.
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Here’s why our team loves working here:

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• Growth-Focused Culture
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• We’re big on professional development. Whether it’s technical certifications, leadership pathways, or hands‑on project experience, we invest in your growth so you can thrive.
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• Supportive Team Vibe
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• You’re never just a number here. Our collaborative environment means everyone has a voice, and support is always a tap on the shoulder (or a Teams call) away.
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• Work That Matters
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• We support businesses of all sizes – from local legends to enterprise clients – and every day brings new challenges and opportunities to make a real impact. Cutting-Edge Tech
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• From cloud-first solutions to cybersecurity excellence, we stay at the forefront of technology so you can too.
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• Values-Driven
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• We believe in doing IT the right way – with honesty, care, and commitment. Our clients trust us because we deliver more than service – we deliver peace of mind.
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Our Values – What We Stand For \n

At Imagine Now IT, our core values shape everything we do – from the way we support clients to how we grow our team. When you join us, you’re not just taking a job – you’re stepping into a culture built on:

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• Ownership & Initiative – Move forward, give your best effort, and learn from mistakes.
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• Inspiring Confidence – Lead with clarity, friendliness, and proactive support that builds trust.
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• Results, Not Excuses – We go the extra mile to deliver the best outcomes for our clients.
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• Pure Intentions, Honest Actions – Integrity first. Always. Even when it’s tough.
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• Always Learning, Always Growing – Personal growth and professional development are non‑negotiables here.
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If these values resonate with you, you’ll feel right at home at Imagine Now IT.

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Ready to lead, inspire, and make an impact?

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