About the company Parallel Perspective is an Australian IT solutions company that provides tailored ICT support, networking, cybersecurity, and cloud services to help businesses streamline operations, improve security, and grow faster. Their focus is on clear communication, fast response, and innovation-driven technology consulting. Role overview The role purpose of an ICT Support & Test Engineer is to ensure that ICT systems, applications, and infrastructure are functional, reliable, and compliant with business requirements . Key responsibilities Maintaining ownership of technology incidents by monitoring, tracking and coordinating with internal ICT teams to ensure timely resolution in accordance with Service Level Agreements (SLAs). Acting as the primary point of contact between business users, ICT teams, external vendors and third-party service providers for technology-related incidents, service requests and system support activities. Identifying, investigating, analysing and escalating system faults, service disruptions and technical issues, while providing regular status updates and recommendations to stakeholders until successful resolution. Troubleshooting, diagnosing and resolving hardware, software, operating system, Microsoft 365, Active Directory, network connectivity, desktop, laptop, printer and peripheral device issues using established ICT service management and support processes. Performing system testing, validation and functional verification following software installations, system upgrades, configuration changes and infrastructure enhancements to ensure solutions meet operational and business requirements. Assisting in diagnosing application and system functionality issues by identifying defects, verifying corrective actions and confirming system performance against established testing procedures and quality standards. Analysing incident trends, system performance data and recurring technical issues to identify root causes, recommend corrective actions and implement preventative measures that improve system reliability and service quality. Conducting quality reviews of ICT support processes, operational procedures and technical documentation to ensure compliance with organisational standards, security policies and quality assurance requirements. Monitoring incident queues, prioritising service requests and ensuring ICT support activities comply with organisational procedures, governance requirements and operational standards. Collaborating with specialist technical teams and external service providers to coordinate investigation, testing and resolution of complex ICT issues while minimising business impact. Evaluating desktop computing environments, software configurations and ICT infrastructure to identify opportunities for hardware, software and process improvements that enhance operational efficiency and system performance. Developing, maintaining and reviewing Help Desk procedures, knowledge base articles, technical documentation, operational manuals and testing records to support consistent service delivery and knowledge sharing. Providing technical guidance, user education and operational support to business users to improve system utilisation, promote adherence to ICT procedures and reduce recurring support issues. Participating in continuous improvement initiatives by analysing ICT support processes, recommending workflow enhancements and contributing to the implementation of improved service delivery practices. Maintaining accurate records of incidents, testing activities, system changes and technical resolutions to support audit requirements, compliance reporting and future service improvements. Participating in after-hours support on a rotating roster to ensure continuity of ICT services and timely response to critical business incidents. Qualifications and skills Education: Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). Experience: Minimum 1–2 years in ICT support and/or test engineering roles. Skills: Strong knowledge of Windows/Linux operating systems. Networking fundamentals (TCP/IP, VPN, firewalls). Familiarity with test management tools (e.g., JIRA, TestRail). Scripting/automation (Python, PowerShell, Bash). Excellent communication, problem-solving, and documentation abilities.