📍 Job Overview

Job Title: Technical Support Officer
Company: Colliers
Location: Brisbane City, Queensland, Australia
Job Type: Full-time
Category: IT Support
Date Posted: June 20, 2025
Experience Level: Mid-level (2-5 years)

🚀 Role Summary

Serve as the face of IT in Queensland, providing exceptional customer service and support to Colliers offices across the region.
Proactively identify, troubleshoot, and resolve hardware and software issues, primarily for the Brisbane CBD, Engineering & Design, and Gold Coast offices.
Build and maintain strong business relationships with senior management and stakeholders.
Contribute to IT projects and initiatives, enhancing the IT brand through local delivery of customer-facing technology solutions.

📝 Enhancement Note: This role requires a balance of technical proficiency and strong communication skills to thrive in a customer-facing, corporate environment.

💻 Primary Responsibilities

Customer Support: Provide first and second-level hardware and software support to Colliers offices in Queensland.
Issue Resolution: Identify and proactively resolve IT issues, ensuring minimal disruption to business operations.
Process Adherence: Follow established processes and document procedures accordingly.
Upgrade Recommendations: Make informed recommendations on upgrades and replacements as needed.
Project Involvement: Contribute to IT projects and initiatives, driving local delivery of customer-facing technology solutions.
Training Delivery: Confidently deliver information sessions and training as required.

📝 Enhancement Note: Success in this role requires a proactive approach to issue resolution, strong communication skills, and the ability to work autonomously with a varied workload.

🎓 Skills & Qualifications

Education: Tertiary qualifications in an IT-related field.

Experience: A minimum of 3-5 years of experience in a similar IT support role within a corporate office environment.

Required Skills:

Proven experience in a sole IT customer support role within a corporate office environment.
Strong customer/client focus with excellent communication skills.
Organized with the ability to work autonomously with a busy and varied workload.
Experience with hardware lifecycle management (desirable).
Experience working with Microsoft applications and a working knowledge of networks.
ITIL V3 certification (essential) and V4 (desirable).
Windows 11 and Intune (desirable).

Preferred Skills:

Experience building business relationships and servicing senior-level management.
Experience in working with Citrix, MS Teams, and Audio and Visual (conferencing).

📝 Enhancement Note: Candidates with experience in hardware lifecycle management, Windows 11, and Intune will have a competitive edge in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable, as this role focuses on customer support and service rather than web development or design projects.
Technical Documentation: Demonstrate experience with Microsoft applications, networks, and ITIL processes through relevant case studies or projects.

📝 Enhancement Note: While a web portfolio is not required, candidates should be prepared to discuss their experience with Microsoft applications, networks, and ITIL processes during the interview.

💵 Compensation & Benefits

Salary Range: AUD 70,000 - 90,000 per annum (based on industry standards for mid-level IT support roles in Brisbane).

Benefits:

Collaborative and supportive work environment.
Opportunities for career growth and development within a large corporate organization.
Additional benefits may be discussed during the application process.

Working Hours: Full-time position, with standard business hours (Monday - Friday, 9:00 AM - 5:00 PM).

📝 Enhancement Note: The salary range provided is an estimate based on industry standards and should be verified during the application process.

🎯 Team & Company Context

Company Culture: Colliers is a global commercial real estate services company with a collaborative and supportive culture. They help experts become true specialists and provide the long-term structure and platform to accelerate their success.

Team Structure: The IT team is regional, with this role based in the Brisbane CBD and supporting offices across Queensland. The role reports directly to the Service Desk Manager.

Development Methodology: Not specified, but the role involves contributing to IT projects and initiatives, suggesting an Agile or project-based approach.

Company Website: Colliers

📝 Enhancement Note: The team structure and development methodology can be inferred from the role's responsibilities and the company's description of its collaborative culture.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-level IT Support role, with opportunities for growth and development within the IT department and broader organization.

Reporting Structure: Reports directly to the Service Desk Manager, with opportunities to build relationships with senior management and stakeholders.

Technical Impact: This role has a direct impact on the user experience and productivity of Colliers employees across Queensland, making it a critical position within the organization.

Growth Opportunities:

Contribute to IT projects and initiatives to expand technical skills and knowledge.
Build strong business relationships with senior management and stakeholders to enhance career prospects.
Pursue ITIL V4 certification to further develop expertise in IT service management.

📝 Enhancement Note: Growth opportunities in this role are tied to building relationships, contributing to projects, and pursuing relevant certifications.

🌐 Work Environment

Office Type: Corporate office environment in the Brisbane CBD, with opportunities to work on-site at other Queensland offices as needed.

Office Location(s): Brisbane CBD, Engineering & Design, Gold Coast, and other Queensland offices as required.

Workspace Context:

Collaborative work environment with a focus on customer service and support.
Opportunities to work autonomously and build relationships with senior management and stakeholders.
Access to relevant hardware, software, and tools to perform the role effectively.

Work Schedule: Full-time position, with standard business hours (Monday - Friday, 9:00 AM - 5:00 PM), with flexibility for project deadlines and maintenance windows as needed.

📝 Enhancement Note: The work environment and schedule for this role are typical for a mid-level IT support position in a corporate office setting.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: Initial conversation to assess communication skills, customer focus, and technical proficiency.
Technical Assessment: Hands-on evaluation of troubleshooting skills, process adherence, and customer service approach.
Behavioral Interview: Discussion of past experiences and problem-solving skills in an IT support context.
Final Interview: Meeting with the Service Desk Manager to discuss fit, expectations, and career growth opportunities.

Portfolio Review Tips: Not applicable, as this role focuses on customer support and service rather than web development or design projects.

Technical Challenge Preparation: Brush up on troubleshooting skills, process adherence, and customer service approach for hands-on technical assessment.

ATS Keywords: IT Support, Customer Service, Windows 10, Windows 11, MS Office 365, Citrix, MS Teams, Audio and Visual, SCCM, Intune, ITIL V3, ITIL V4, Hardware Lifecycle Management, Networking, Training Delivery, Project Involvement.

📝 Enhancement Note: The interview process and technical challenge preparation are tailored to assess the candidate's customer service skills, technical proficiency, and problem-solving abilities in an IT support context.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable, as this role focuses on customer support and service rather than web development or design.

Backend & Server Technologies: Not specified, as this role focuses on customer support and service rather than server administration or backend development.

Development & DevOps Tools: Not specified, as this role focuses on customer support and service rather than development or DevOps tasks.

📝 Enhancement Note: The technology stack for this role is focused on the Microsoft ecosystem, with an emphasis on customer support and service rather than web development or server administration.

👥 Team Culture & Values

Web Development Values: Not applicable, as this role focuses on customer support and service rather than web development or design.

Collaboration Style: Collaborative work environment with a focus on customer service and support, fostering strong business relationships with senior management and stakeholders.

📝 Enhancement Note: The team culture and collaboration style for this role are centered around customer service and support, with a focus on building strong business relationships.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Proactively identifying and resolving hardware and software issues across multiple offices.
Building and maintaining strong business relationships with senior management and stakeholders.
Contributing to IT projects and initiatives to enhance the IT brand through local delivery of customer-facing technology solutions.

Learning & Development Opportunities:

Expanding technical skills and knowledge through IT projects and initiatives.
Pursuing relevant certifications, such as ITIL V4, to further develop expertise in IT service management.
Building strong business relationships with senior management and stakeholders to enhance career prospects.

📝 Enhancement Note: The technical challenges and learning opportunities for this role are tied to proactively resolving issues, contributing to projects, and building relationships with senior management and stakeholders.

💡 Interview Preparation

Technical Questions:

Describe your experience with Windows 10, Windows 11, and MS Office 365 in an IT support context.
How have you handled hardware lifecycle management in previous roles?
Can you walk us through a time when you had to troubleshoot a complex IT issue and the steps you took to resolve it?
How do you stay up-to-date with the latest ITIL best practices and industry trends?

Company & Culture Questions:

Why are you interested in this role and Colliers as an organization?
How do you build and maintain strong business relationships with senior management and stakeholders?
Can you describe a time when you had to deliver a training session or information session to a group of users?

Portfolio Presentation Strategy: Not applicable, as this role focuses on customer support and service rather than web development or design projects.

📝 Enhancement Note: The technical questions for this role are focused on assessing the candidate's technical proficiency, problem-solving skills, and customer service approach in an IT support context.

📌 Application Steps

To apply for this Technical Support Officer position:

Submit your application through the application link.
Tailor your resume to highlight your experience with Microsoft applications, networks, and ITIL processes.
Prepare for the phone/video screen by practicing your communication skills and customer service approach.
Brush up on your troubleshooting skills and process adherence for the technical assessment.
Research Colliers and the role to demonstrate your interest and understanding of the organization and position.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and IT support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Officer