About Francom:
Francom is a leading financial services organisation committed to delivering exceptional customer service while maintaining the highest compliance standards. Our team lives by our core values; Learning, Integrity, Excellence, Balance and Nurturing (LIEBN) – ensuring we provide trusted solutions to our clients and support to our people.

About the Role:
We are seeking an ICT Support Technician to play a critical role in maintaining and enhancing the company’s ICT infrastructure. This position focuses on user and application support ensuring optimal performance, security, and reliability across systems including CRM, Microsoft 365, Call Centre platforms, networking, and cybersecurity. The role requires strong technical acumen, excellent problem-solving skills, and a user-centric approach to support.

This is a full-time position working 9am to 5:30pm within our Toowong office. Occasional weekend, evening and on-call work may be required. Salary for the position will be $75,000 -$85,000 subject to experience.

Key duties:
Reporting to the Head of Security and IT Operations, key responsibilities of this role include but are not limited to:

• Provision laptops tailored to role-specific performance needs
• Install, download and configure appropriate software based on user role function
• Assign Microsoft 365 licences and configure Call Centre user profiles including Genesys Pure Cloud and Microsoft Calling
• Determine software and hardware requirements to provide suitable solutions to reported issues
• Provide first line response and support regarding software and hardware problems
• Troubleshoot CRM workflows and update user details using SQL
• Utilise NinjaOne for ticketing, remote access and system maintenance
• Resolve issues with Genesys PureCloud, Windows 11, Outlook, and in-house applications
• Ensure efficient use of applications and equipment, managing device compliance and user access via Microsoft Intune, Entra, and Exchange
• Adapt existing programs to meet user requirements and customise development environments using Visual Studio Code
• Set up LAN infrastructure including structured cabling and switch/router configuration.
• Implement computer networks, design and maintain websites

Skills & Experience:
The successful candidate will possess the following skills & experience

• Advanced Diploma in Information Technology, or a related field
• Minimum of 18 months of experience in ICT engineering
• Good understanding of CRM and SQL database applications and maintenance
• Experience with Microsoft 365, Networking, Azure, and Cybersecurity
• Good understanding of network protocols, firewalls, and security best practices – Fortinet
• Knowledge of Microsoft Teams calling features
• Experience with Genesys PureCloud Contact Centre
• Experienced in collaborating within project teams, utilizing both Waterfall and Agile project management methodologies.
• Excellent problem-solving skills and attention to detail
• Strong communication and interpersonal skills
• Experience with scripting and automation e.g., PowerShell, Python (desired)
• Testing of inhouse developed applications using automation – Cypress (desired)
• Working with a Dev/Opps team to preform bug testing (desired)