ICT Support Engineer

ANZSCO 263212

The role of an ICT Support Engineer (also known as Support Analyst/Support Architect) focuses on developing support procedures and strategies for systems, networks, operating systems, and application development. They are responsible for problem-solving and providing technical expertise and guidance to support system infrastructure and process improvements. Additionally, they excel at diagnosing and resolving complex system problems.

Skill Level: 1

Your responsibilities include:

• Support Procedure and Strategy Development: Developing and implementing support procedures and strategies to ensure efficient and effective system maintenance and troubleshooting. Creates guidelines and documentation for handling technical issues, establishing best practices, and optimising support processes.
• Technical Expertise and Guidance: Providing technical expertise and guidance to support system infrastructure and process improvements. Assists in the configuration, installation, and maintenance of systems, networks, and software applications. Offer recommendations and solutions to optimise system performance and enhance user experience.
• Problem Solving: Diagnosing and resolving complex system problems by analysing system logs, conducting investigations, and utilising diagnostic tools. Investigates root causes, identifies trends, and applies troubleshooting techniques to address technical issues promptly. Collaborate with cross-functional teams to resolve complex problems and ensure system stability.
• System Infrastructure Support: Supporting system infrastructure, including servers, networks, and operating systems. Performs regular system maintenance tasks, applies patches and updates, and monitors system performance. Proactively identify potential issues and implement preventive measures to minimise system downtime.
• Application Development Support: Providing support for application development efforts, including troubleshooting application issues, debugging code, and assisting with software deployment. Collaborates with development teams to ensure smooth integration of applications into the system infrastructure and to address performance or functionality concerns.
• Process Improvement: Identifying opportunities for process improvement and implementing changes to enhance system support efficiency and effectiveness. Analyse support workflows, evaluates existing procedures, and suggests enhancements or automation to streamline support processes.
• User Support and Training: Assisting end-users with technical issues, providing support through various channels (e.g., help desk, ticketing systems, or in-person). Responds to user inquiries, troubleshoots problems, and guides users on system usage and best practices. May also conduct training sessions to enhance user skills and knowledge.

The ICT Support Engineer is responsible for developing support procedures and strategies, providing technical expertise and guidance, and diagnosing and resolving complex system problems. You support system infrastructure, assist with application development, drive process improvements, and offer user support and training. By ensuring the smooth operation and optimization of systems and processes, you contribute to the overall efficiency and productivity of the organization.