Technology Support Officer

Technology Support Officer

About us

Since 1978, The Farquhar Group has built an on-going reputation of being a high quality, highly dependable, and well respected kitchen manufacturer and installer, specialising in kitchens and whole-home integrations. This is offered directly to the public through its Farquhar and U-Install-It brands, as an OEM manufacturer to other high-profile brands, and a preferred partner to some of South Australia’s top builders, supplying directly to-the-trade. 

The Opportunity

This is an exciting time to join the Farquhar Group! This newly created role is perfect for an IT professional with some experience, looking to take the next step. We are seeking a highly skilled and proactive Technology Support Officer to join our dynamic team. This role is crucial in assisting with the operational aspects of our technology infrastructure, such as coordinating the installation of security cameras across multiple sites, providing first-line IT support, coordinating with IT vendors and service providers, and managing hardware and software assets. The ideal candidate will have a strong background in computer science or information technology, excellent problem-solving skills, and a commitment to delivering high-quality support.

Role Responsibilities

• Operational Support and Installation: Serve as the first point of contact for IT issues. Coordinate with IT services providers to ensure high-quality service for our systems.
• Hardware and Software Management: Oversee the onboarding of new hires, including organising hardware purchases and allocating software licences. Assist with tracking and managing of hardware, mobile, and software assets. Ensure  backup management and monitoring of server and network performance.
• Vendor Liaison: Liaise with hardware/software vendors & developers to resolve existing issues.
• Technical Advice and Documentation: Provide technical advice to relevant staff and third parties. Develop technical documentation of procedures, work instructions, forms, and templates to ensure quality processes.
• Innovation and Problem Solving: Develop innovative solutions for new, complex, and wide-ranging problems affecting the Standard Operating Environment.
• Technical Support: Handle pre and post-sales tech problem-solving, including tackling calls from reseller partners and internal staff to troubleshoot issues swiftly.
• Ticket Management: Log tickets and manage them with precision, ensuring accountability.
• Training and Upskilling: Be involved in training and upskilling on new product features. Prepare internal technical support guides and user guides.
• Maintenance Support Agreement Compliance: Assist with ensuring annual maintenance support agreement (SLA) terms and conditions are met.

Mandatory Requirements:

• Bachelor's Degree in Computer Science, Information Technology, or Business Systems.
• Current C class driver's licence.
• Working knowledge and experience with Macbooks, Windows and Microsoft Servers.
• Hardware and software troubleshooting experience.
• Excellent communication skills and the ability to build strong relationships with both internal and external clients, in person and over the phone.
• Ability to work autonomously and collaboratively within a small team environment.
• Passion for delivering high-quality IT support to customers and willingness to further develop skills in this area.
• Positive team player with flexibility, energy, initiative, and a "can-do" attitude. Values open communication.

Desired Skills:

• Experience in managing IT projects from inception to completion.
• Knowledge of cybersecurity principles and best practices.
• Experience in network administration and security.

What we can offer you

As a Technology Support Officer in our company, you'll have the opportunity to work on challenging projects, contribute to our technology strategy, and make a significant impact on our operations. We value innovation, collaboration, and the continuous development of our team members. If you're passionate about technology and delivering exceptional support, we'd love to hear from you.

If this sounds like you, apply with a brief Covering Letter and an up to date CV.

Please note only applicants with full working rights in Australia will be considered.

For further information visit https://farquhargroup.com.au/