ICT Customer Support Officer [KFO - KITCHEN FACTORY ONLINE PTY LTD, trading as Kitchen Factory Online]
- Provide technical support for office and workshop employees.
- Maintain computer systems and network connectivity.
- Assist customers with issues related to the online ordering system.
Our client, KFO - KITCHEN FACTORY ONLINE PTY LTD, trading as Kitchen Factory Online, is an established kitchen manufacturing and e-commerce business based at 23 Forrester Street, Kingsgrove NSW 2208. The company designs and manufactures custom modular kitchens, cabinetry, and joinery components, combining factory-based CNC machinery with a direct online ordering portal. To keep both workshop production and office operations running without interruption, the business maintains an active internal IT environment across local networks, Windows servers, factory workstations, and web platforms.
The business is now seeking a capable and practical full-time ICT Customer Support Officer to join their team in Kingsgrove, NSW. Reporting to management, the role handles day-to-day technical support for office and workshop employees, maintains computer systems and network connectivity, and assists trade and retail customers who encounter issues with the online ordering system. The position involves hands-on troubleshooting, workstation and user account setup, basic network maintenance, and coordinating with external technical providers when necessary.
This is a permanent, full-time position offering a salary of $75,000 to $85,000 AUD per annum, plus superannuation, commensurate with the candidate's technical skills, qualifications, and industry experience.
SCOPE OF THE ROLE:
- Diagnosing and resolving day-to-day hardware, software, workstation, and network issues reported by office employees and factory personnel, ensuring minimal operational downtime.
- Providing direct technical support to external customers experiencing access, navigation, payment gateway, or technical difficulties with the company's online ordering portal.
- Configuring, deploying, and maintaining desktop computers, factory terminals, printers, and peripheral devices, while managing user accounts, permissions, and email setups across Active Directory and Microsoft 365 environments.
- Troubleshooting remote desktop connections, VPN access, shared drives, and network connectivity to ensure staff can access necessary corporate applications and databases reliably.
- Maintaining, monitoring, and troubleshooting local area networks (LAN), Windows servers, routers, switches, and core networking protocols including TCP/IP, DHCP, and DNS.
- Monitoring web portal uptime and performance, investigating technical anomalies, and collaborating with management and external developers to maintain site stability and positive user experience.
- Installing, updating, and supporting specialized manufacturing software, including Cabinet Vision and computer interfaces connected to CNC machinery and edge-banding equipment on the factory floor.
- Supporting system backups, user access permissions, and routine cybersecurity protocols to ensure company data integrity, business continuity, and secure digital operations.
- Identifying IT hardware and software requirements, coordinating equipment repairs and warranty replacements, and liaising with external IT vendors and service providers when specialized intervention is needed.
- Maintaining precise technical documentation, IT asset inventories, software licensing records, and standard operating procedures for user setup and system maintenance.
- Enforcing strict Work Health and Safety (WHS) protocols during all IT deployments and equipment servicing, ensuring safe power management and tidy cabling across both office and factory environments.
TO BE CONSIDERED FOR THIS ROLE, YOU SHOULD:
- Hold a relevant qualification in Information Technology, Computer Science, or a related discipline (AQF Diploma, Bachelor's Degree, or Master's Degree), or equivalent practical industry experience.
- Have at least 2 to 3 years of hands-on experience in IT support, helpdesk, or systems administration roles, preferably within a commercial, wholesale, or manufacturing setting.
- Practical experience supporting Windows 10/11 desktops, Windows Server environments, Active Directory user accounts, and Microsoft 365 applications.
- Sound knowledge of networking fundamentals, including TCP/IP, routers, switches, shared network drives, remote desktop, and VPN troubleshooting.
- Proven ability to diagnose and resolve day-to-day hardware, software, and connectivity problems independently.
- Clear and professional communication skills, with a patient and helpful approach when assisting both office/factory staff and external customers.
- Relevant industry certifications (such as Cisco, Microsoft, or CompTIA) are advantageous but not essential
- Must hold valid Australian work rights permitting full-time employment at the time of application
WHAT YOU'LL GET IN RETURN:
- A competitive full-time salary package of 75,000–85,000 AUD per annum, plus superannuation, negotiated based on experience and capability.
- Opportunity to work with a dynamic, growing Australian business integrating e-commerce technology with modern manufacturing systems.
- A well-resourced technical environment offering hands-on exposure to server infrastructure, network administration, cloud systems, and specialized industrial software.
- Collaborative team culture with opportunities for ongoing learning, system development, and professional career growth.
HOW TO JOIN THE TEAM
Please submit an online application to join our diverse, compassionate, and dedicated team for a rewarding career at KFO - KITCHEN FACTORY ONLINE PTY LTD. Australian citizens and permanent residents are strongly encouraged to apply and will be given priority in accordance with labour market testing requirements and the objective of supporting the domestic workforce. Only successful applicants will be contacted.
KFO - KITCHEN FACTORY ONLINE PTY LTD, trading as Kitchen Factory Online, is committed to an Australian-first employment strategy and a recruitment process that is fair, transparent, and strictly merit-based. Applications are assessed solely on skills, qualifications, experience, and role suitability, without regard to personal background.
Only where genuine recruitment efforts confirm that no suitably qualified or experienced local candidates are available will individuals with valid work rights, or those eligible for employer sponsorship, be considered, strictly in line with the Migration Act 1958, Migration Regulations 1994, and current Department of Home Affairs policy. Employer sponsorship is approached as a measure of last resort, reflecting our commitment to workforce integrity, regulatory compliance, and the long-term development of local talent.
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