About the role

SYAILA PTY LTD is seeking a full-time ICT Customer Support Officer to provide technical support, system configuration, user onboarding and troubleshooting services across our digital platforms, cloud applications, customer portals and connected-device solutions.

The role will support SYAILA’s CareAI, Careslink, Hushcare and Medisera business environments. This includes supporting aged care organizations, small and independent care providers, healthcare clients, business partners and internal users.

From 2026, SYAILA is expanding its CareAI and Careslink AI-enabled platform for small and individual care providers. The successful candidate will assist providers with account setup, personalized profile configuration, portal access, referrals, notifications, AI-assisted functions and ongoing technical issues.

Key responsibilities

Receive, record, prioritize and respond to ICT support requests from employees, customers, providers and business partners.

Diagnose and resolve software, browser, operating system, account access, network, portal and connected-device issues.

Configure user accounts, permissions, software applications, cloud services and supported devices.

Assist customers and providers with onboarding to CareAI, Careslink, Hushcare, Medisera and related systems.

Support CRM, referral, provider profile, notification, reporting and customer portal functions.

Guide small and individual care providers through personalized profile setup, service information, portal access and system configuration.

Investigate technical issues, reproduce faults and document troubleshooting steps and outcomes.

Escalate confirmed software defects or complex infrastructure issues to developers, vendors or service partners.

Provide technical guidance, user training, onboarding instructions and troubleshooting documentation.

Assist with account security, access permissions, password issues and multi-factor authentication.

Maintain accurate support records, configuration notes, knowledge-base articles and issue escalation documentation.

Coordinate with internal technical teams, software vendors, network providers and connected-device partners until issues are resolved.

Skills and experience

Relevant qualification in Information Technology, Computer Systems, Networking, Cyber Security or a related discipline.

Previous experience in ICT customer support, help desk, systems support or technical support.

Ability to diagnose software, browser, operating system, network, access and device-related issues.

Experience configuring user accounts, permissions, cloud applications, portals and business software.

Familiarity with Microsoft 365 or similar cloud services, CRM or SaaS platforms and remote support tools.

Strong written and verbal communication skills.

Ability to explain technical matters clearly to users with different levels of technical experience.

Strong documentation, problem-solving and time-management skills.

Experience supporting aged care, healthcare, SaaS, security, IoT or provider platforms will be highly regarded.