ICT Customer Support Officer

At Xtramile Solutions, we are driven by a mission to transform healthcare through innovative information technology solutions. Established in 2004, our team of IT professionals brings deep domain expertise in both public and private healthcare integration platforms. With a strong commitment to addressing the challenges of disconnected and inefficient systems, we focus on delivering solutions that enhance efficiency for healthcare providers while empowering patients to take greater control of their own care. From the beginning, we have partnered with Federal and State Governments in Australia, as well as leading private health institutions nationally and internationally, to deliver seamless, high-quality systems that connect healthcare professionals with patients. We pride ourselves on our technical expertise, industry knowledge, and unwavering passion to support healthcare organisations in improving patient outcomes through smarter, more connected digital solutions. Benefits Be part of a mission-driven company transforming healthcare through innovative IT solutions. Work alongside a highly skilled team with deep expertise in healthcare integration platforms. Collaborate on impactful projects with Federal and State Governments, as well as leading private health institutions globally. Enjoy a supportive and dynamic workplace culture that values innovation and teamwork. Access professional development and career growth opportunities in a growing healthcare technology sector. Contribute to improving patient outcomes through smarter, more connected digital solutions. Task & Responsibilities Regular monitoring of system uptime and performance, logging errors, and ensuring proactive resolution using a variety of system management tools. Supporting backend applications by ensuring system availability, stability, and troubleshooting critical issues to maintain a smooth user experience. Aiding in day-to-day user access and password reset on backend applications while ensuring system security policies are followed. Conducting remote and in-person training sessions for users on system best practices, security compliance, and issue resolution techniques. Coordinating with development teams for efficient triaging of system issues, troubleshooting, and resolution to minimize downtime. Collaborating closely with developers, network engineers, and system administrators to resolve any infrastructure or application-related issues, and implementing, testing, and demonstrating system updates, patches, and improvements to stakeholders. Generating monthly support SLA reports summarising issues, resolutions, and system improvements for stakeholders. Contributing to detailed system architecture documentation, ensuring proposed solutions align with client and business requirements. Regularly communicating with stakeholders and clients regarding system updates, security concerns, and addressing any technical issues raised. Facilitating integration systems configurations by collaborating with third-party vendors to troubleshoot and resolve system and network access issues. Assisting network and system engineers in maintaining infrastructure stability by executing system commands, troubleshooting network traffic flow, configuring firewall rules, and performing server restarts while monitoring resource utilization for optimal performance. Participating in testing and validating system developments, patches, and issue resolutions in a Test environment before deployment to production. Utilizing tools like SSH and RDP protocols for remote system access, as well as Microsoft 365 (Excel, Word, SharePoint) and Trello for efficient support, collaboration, and project tracking. Qualification & Experience Prior experience in ICT support or technical customer service. Strong troubleshooting and problem-solving skills. Excellent verbal and written communication skills. Degree in Information Technology or equivalent qualification. Ability to work independently and in a team environment. About Company If you’re passionate about ICT and delivering exceptional support, we’d love to hear from you Apply now and be part of Xtramile Solutions Salary: $ Job Publish: Job Expire: #J-18808-Ljbffr