ICT Customer Support Officer

Position Title: ICT Customer Support Officer ANZSCO Code: Employment Type: Full-time Location: Glendenning, NSW‑2761 Salary: $78,000+ Superannuation PURPOSE OF ROLE To provide technical and customer support for Solar Secure’s ICT systems, ensuring smooth deployment, maintenance and optimisation of hardware, software, network infrastructure, and user support. To assist internal staff and external customers in resolving issues, educating users, and improving efficiency in using digital tools that support solar systems sales, service, monitoring and operations. BENEFITS OF WORKING AT SOLAR SECURE Competitive salary and performance‑based incentives Opportunities for professional growth, learning, and technical upskilling Exposure to cutting‑edge solar, battery storage, and energy monitoring technologies Supportive, collaborative work environment with clear career pathways Flexible working arrangements (remote / hybrid / flexible hours) Access to modern tools, software, and infrastructure to ensure high productivity Paid training and professional development (certifications, workshops, conferences) Employee benefits (health insurance, wellness programs, etc.)(if applicable) Leave entitlements in line with Australian standards (annual leave, sick leave, parental leave) Employee recognition programs, rewards, and opportunities for impact in a rapidly growing sector KEY DUTIES AND RESPONSIBILITIES Deliver prompt, professional, and customer‑focused ICT support to internal teams and external clients, ensuring seamless operation of Solar Secure’s digital infrastructure and customer platforms. Diagnose, troubleshoot, and resolve complex technical issues across hardware, software, and network systems, maintaining high standards of system reliability and performance. Install, configure, and maintain software applications and business systems—including CRM, ERP, and monitoring platforms—essential to solar energy operations and customer management. Provide technical assistance and training to staff and customers on the effective use of ICT tools, monitoring dashboards, and communication systems. Monitor and maintain network performance, ensuring secure, stable, and efficient connectivity for office and remote operations. Perform system updates, patches, and preventative maintenance to safeguard data integrity, cyber security, and operational continuity. Document troubleshooting procedures, create user guides, and maintain an up‑to‑date knowledge base to enhance support efficiency and consistency. Collaborate with cross‑functional teams—including Sales, Operations, and Installation—to ensure ICT systems fully support business processes and customer service excellence. Liaise with third‑party service providers and vendors to coordinate software licensing, hardware procurement, and system upgrades. Assist in implementing new technologies, process improvements, and digital transformation initiatives that enhance operational productivity and customer satisfaction. Monitor service requests and maintain accurate records of technical incidents, resolutions, and asset inventory in accordance with company protocols. Ensures that Solar Secure’s internal communications, monitoring systems, and remote solar installations operate securely and efficiently. Supports the company’s client‑facing platforms, including online monitoring dashboards, information portals, and marketing websites, ensuring functionality, usability, and reliability. QUALIFICATIONS & EXPERIENCE – ESSENTIAL Advanced Diploma or Associate Degree in ICT, Information Systems, Computer Science, or related field. Minimum 1 year of experience in ICT support / customer support / help desk or similar role. Strong troubleshooting skills for software, hardware, network issues. Good customer communication skills (verbal + written). Ability to work independently and manage multiple requests / tickets. Basic knowledge of cybersecurity best practices. Familiar with Microsoft Windows, Office suite; common business software; network hardware. QUALIFICATIONS & EXPERIENCE – DESIRABLE Experience in the renewable energy / solar / battery monitoring software domain. Experience with web dashboards / IoT devices / remote monitoring systems. Knowledge of solar inverter / battery controller hardware/software. Experience with cloud‑based services. Vendor certifications (e.g. Microsoft, Cisco, ITIL or similar). ABOUT SOLAR SECURE Solar Secure is a leading Australian solar energy retailer providing high‑quality solar panel and battery solutions for homes and businesses. The company delivers end‑to‑end services including system design, installation, grid connection, monitoring, and after‑sales support. With accredited installers, strong customer ratings, and operations across major Australian states, Solar Secure focuses on affordable, reliable, and sustainable renewable energy solutions. #J-18808-Ljbffr