ICT Support And Test Engineers Nec

Position: ICT Support and Test Engineer
Type: Full time (38 hours per week)
Employer: Victorian Home and Community Care Pty Ltd
Location: Box Hill VIC 3128
Salary: $80,000 – $95,000 per annum plus superannuation

About the Business
Victorian Home and Community Care Pty Ltd is a registered NDIS provider that has been supporting people with disability since 2020. The business provides support coordination, specialist support coordination, psychosocial recovery coaching, day programs, community engagement and supported residential services. It runs teams across Victoria and the Maitland region of New South Wales and employs more than 160 people, including support coordinators, residential team leaders, compliance and administration staff, and a large casual support workforce working with allied health professionals and subcontractors. The business focuses on participant-centred, compliant service delivery and a supportive, respectful workplace where every team member helps participants reach their goals.

About the Position
The ICT Support and Test Engineer will keep the business’s technology reliable, secure and fit for purpose. That technology supports a workforce spread across offices, residential sites and the community, many of whom work after hours. Reporting to the Director and working alongside the IT Department, the role covers support for staff, devices and user accounts. It also covers network and cloud services, and the testing of new systems and changes before they go live. Support workers, coordinators and compliance staff rely on rostering, case notes and participant records every day, so the role is central to continuous service delivery and to protecting sensitive participant information.

Key Responsibilities
Provide second- and third-level technical support to staff across Victoria and New South Wales, resolving hardware, software, operating system, connectivity and access issues within agreed service levels.
Log, prioritise and track incidents and service requests through the IT service management system, escalating complex matters and coordinating with vendors and external providers through to resolution.
Carry out root-cause analysis on recurring incidents and put corrective and preventative fixes in place to reduce repeat faults and downtime.
Administer user accounts and access through Active Directory and Microsoft 365, including onboarding, role changes and offboarding for permanent and casual staff.
Manage endpoint devices with Microsoft Intune and related tools, including imaging, deploying, patching and updating laptops, desktops and mobile devices, and retiring them at end of life.
Maintain accurate asset and configuration records for hardware, software and licences to support audit, compliance and lifecycle planning.
Support and troubleshoot network services, including DNS, DHCP, TCP/IP, wireless access, VPN connectivity, routers, switches and firewalls across office and residential sites.
Monitor and support cloud-hosted services and business applications, reviewing logs, alerts and dashboards to identify and resolve performance problems early.
Plan and run testing of new software, system upgrades, configuration changes and integrations before deployment, documenting test cases, results and defects and confirming fixes before release.
Apply change management practices so that changes to systems and infrastructure are assessed, tested, approved, scheduled and recorded.
Apply information security controls and access management practices that protect the confidentiality and integrity of participant and staff information.
Develop scripts and workflow automation to reduce manual tasks, errors and turnaround times.
Prepare and maintain technical documentation, runbooks, user guides and knowledge base articles, and give staff training and guidance on systems and devices.
Support meeting room, audiovisual and video conferencing equipment so that internal meetings and participant and stakeholder sessions run smoothly.
Produce reports on ticket volumes, service levels, incident trends and system performance, and recommend improvements to the IT environment.

Requirements
Australian citizens and permanent residents are encouraged to apply.
Bachelor of Computer Science.
Minimum of 3 years of experience in ICT support, systems support or a closely related role.
Strong working knowledge of Windows and macOS environments, Active Directory, Microsoft 365 and endpoint management tools such as Microsoft Intune.
Sound understanding of networking fundamentals, including DNS, DHCP, TCP/IP, VLANs, VPN and wireless troubleshooting.
Experience with IT service management practices, including incident, problem, change and asset management, preferably within an ITIL-aligned environment.
Ability to plan and execute system and software testing, and to record defects and results clearly.
Familiarity with cloud services and scripting for automation.
Clear written and verbal communication skills, with the ability to explain technical matters to non-technical staff.
Strong analytical and problem-solving skills, sound judgement and the ability to manage several priorities at once.
A commitment to privacy, confidentiality and respectful service in a disability support setting.
Availability to provide occasional support outside standard business hours when operational needs require it.

How to Apply
Please submit your resume with a valid email address through this online portal. Only shortlisted candidates will be contacted.