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TYPE OF WORK
Part Time
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SALARY
$6 per Hour
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HOURS PER WEEK
20
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DATE UPDATED
Sep 12, 2026
Position Summary
Downs ICT, located in Queensland, Australia, is seeking a highly organised and proactive Technical Support & Operations Coordinator to provide both IT support and operational assistance across the business.
This role is ideal for someone who enjoys technology, solving problems, working with clients, and helping a busy business owner stay organised and focused on growth.
The successful candidate will assist with customer support, Microsoft 365 administration, documentation, project coordination, client communication, task management, and general business operations.
Key Responsibilities
Technical Support
Provide first-level IT support to clients.
Triage and manage support tickets.
Assist with Microsoft 365 user administration.
Provision new users, mailboxes, and devices.
Assist with Intune device enrolment and deployment.
Maintain and update client documentation.
Troubleshoot basic networking and connectivity issues.
Assist with VoIP and cloud phone system administration.
Escalate complex issues to senior technical staff.
Operations & Administration
Manage and maintain task lists and follow-up actions.
Coordinate meetings, appointments, and schedules.
Track outstanding client requests and project actions.
Prepare quotes, proposals, and client documentation.
Update standard operating procedures and knowledge base articles.
Maintain CRM and customer records.
Follow up suppliers, distributors, and service providers.
Assist with onboarding new clients and services.
Prepare reports and summaries for management.
Client Communication
Respond to client enquiries professionally and promptly.
Provide updates on ticket progress and project status.
Follow up outstanding approvals, quotes, and invoices.
Help ensure a positive customer experience across all interactions.
Skills & Experience
Essential
Excellent written and verbal English communication.
Strong organisational and time management skills.
Ability to manage multiple priorities simultaneously.
High attention to detail.
Strong customer service focus.
Basic understanding of Microsoft 365.
Ability to follow documented processes.
Self-motivated and able to work independently.
Desirable
Experience in an MSP environment.
Experience with Microsoft 365 administration.
Experience with Intune.
Experience with ticketing systems.
Knowledge of networking fundamentals.
Experience supporting VoIP or cloud phone systems.
Documentation and process-writing experience.
Personal Attributes
Strong English Skills
The successful candidate will be:
Organised and proactive.
Reliable and accountable.
Comfortable working with technology.
Professional when dealing with clients.
Eager to learn new skills.
Process-driven and detail-oriented.
Able to identify problems and suggest improvements.
Key Performance Indicators
Success in this role will be measured by:
Timely response to support requests.
Accurate and complete documentation.
Reduction in outstanding administrative tasks.
Effective management of follow-up actions.
Positive client feedback.
Improved operational efficiency.
Ability to take ownership of routine business activities with minimal supervision.
Reporting To
Director, Downs ICT
Contract Type
Part-time preferred
Remote position
Flexible working arrangements available
Ideal Candidate Profile
Have access to a Windows 11 or Mac Computer
We are looking for someone who enjoys both technology and administration. This is not a pure helpdesk role and it is not a traditional executive assistant role. It is a hybrid opportunity for someone who wants to be a trusted right-hand person in a growing technology business.
The ideal candidate will eventually become the first point of contact for routine support, client follow-ups, administration, and operational coordination, allowing the Director to focus on strategic projects, business growth, and client relationships.
