IT Technical Support Officer

About the role

We are seeking an experienced IT Technical Support Officer to join our team in Angamaly, Kochi. You will provide Level 1, 2 and 3 support to users across Australia and New Zealand, ensuring smooth operation of our IT environment.

Key responsibilities

• Deliver Level 1‑3 technical support to end‑users and resolve incidents promptly.
• Support, maintain and secure company systems, applications and cyber‑security platforms.
• Deploy, configure and maintain end‑user hardware, devices and peripherals.
• Assist with network monitoring, maintenance and troubleshooting of Cisco switches, routers and SD‑WAN.
• Participate in IT projects, system upgrades and continuous improvement initiatives.
• Create and update technical documentation and standard operating procedures.
• Provide user training and guidance on IT tools and best practices.

Required profile

• 3–5 years of hands‑on IT support experience covering Level 1‑3.
• Tertiary qualification in IT or equivalent industry certifications (e.g., BIT, MCP, ITIL).
• Excellent communication and customer service skills.
• Strong problem‑solving, time‑management and organisational abilities.

Required skills

• Microsoft Office 365, Active Directory, Group Policy, Exchange, SQL, SharePoint Online, Windows 10/11, Windows Server 2016‑2022.
• Cisco networking equipment, SD‑WAN, Cisco Meraki, Cisco UC/Webex Calling.
• Virtualisation (VMware), backup (Veeam), firewalls (FortiGate), Microsoft Defender suite, Endpoint Manager, Autopilot.
• Cloud platforms Azure and AWS.
• Mobile platforms Android and iOS.
• Enterprise systems such as MYOB Acumatica, Sage X3, ITSM/ticketing tools and system monitoring solutions.
• Linux web hosting and Barracuda security solutions.