Position : ICT Customer Support Officer Type : Full-time Employer : CMSN Group Pty Ltd Location : Coonabarabran NSW 2357 Salary : $85,000 - $110,000 p/a About the Business: CMSN Group Pty Ltd is a trusted Australian IT services and solutions provider specialising in software development, IT infrastructure and support, and digital presence solutions. Operating from our regional headquarters in Coonabarabran, NSW, with international reach, we deliver custom enterprise resource planning (ERP) systems, high-performance eCommerce platforms, intuitive point-of-sale (POS) solutions, comprehensive network infrastructure, hardware supply, bespoke websites, and secure international web hosting. Renowned for our reliable, innovative, and client-focused approach, we are committed to streamlining operations and enhancing market presence for businesses across Australia and beyond. Our values of integrity, innovation, and sustainability underpin a collaborative, supportive workplace culture where team members are empowered to grow and deliver exceptional results in a dynamic regional environment. About the Position: The ICT Customer Support Officer is a vital frontline role at CMSN Group Pty Ltd, responsible for delivering responsive technical assistance to clients and internal teams to ensure the smooth deployment, operation, and maintenance of our custom software solutions, IT infrastructure, and digital platforms. This position encompasses diagnosing and resolving hardware and software issues, providing user guidance and education, and contributing to the ongoing efficiency and security of ERP systems, eCommerce stores, POS environments, networks, and web hosting services. By upholding high standards of support, the role directly supports client satisfaction, operational uptime, and the company’s reputation as a dependable technology partner. Key Responsibilities: Respond promptly to client and internal queries regarding software, hardware, network, and system-related problems via phone, email, remote tools, or in-person support. Diagnose, troubleshoot, and resolve technical issues with ERP systems, eCommerce platforms, POS solutions, computer hardware, and network infrastructure. Install, configure, download, and maintain appropriate software applications, updates, and security patches to meet user requirements. Provide education and guidance to users on the effective and efficient use of applications, equipment, and digital solutions. Adapt existing programs or configurations where needed to align with specific business workflows. Monitor system performance, implement basic data security and backup procedures, and assist with minor network implementations or website maintenance. Repair or replace peripheral equipment such as printers, modems, and other hardware components as required. Document all support activities, maintain accurate records, and contribute to internal knowledge bases for continuous improvement. Requirements: Australian citizens and permanent residents are encouraged to apply. Diploma in Information Technology, Computer Systems, or a related field. 1 year of relevant experience in ICT customer support. Strong technical skills in troubleshooting hardware and software issues, familiarity with operating systems (Windows/Linux), networking fundamentals, and common business applications including ERP, eCommerce, and POS platforms. Excellent interpersonal and communication skills, with the ability to explain complex technical concepts clearly to non-technical users. Proven problem-solving abilities, customer service orientation, and the capacity to work effectively under pressure in a fast-paced environment. A collaborative mindset and adaptability to support both regional Australian clients and international digital operations. How to Apply: To apply, applicants must submit their resume with a valid email address through this online portal. Only shortlisted candidates will be contacted.
