ICT Support and Test Engineer

1. Profile

Overview

TNTrading Pty Ltd, trading as Cybershop, is expanding its operations, service coverage and client base across Australia. The ICT Support and Test Engineer will be primarily based in Perth, Western Australia, which will be the main work location for the position.

The role is responsible for providing advanced ICT technical support and system testing services to Cybershop’s business clients across Western Australia and nationally. As Cybershop continues to expand its branch and service operations, the position will also require regular travel between Perth and Melbourne to support business operations, client projects, system deployments, testing activities and coordination with the company’s broader technical and management teams.

The role supports Cybershop’s core service offerings, including onsite ICT support, remote support services, managed IT solutions, hardware deployment, system testing and technology validation. The position ensures the reliability, performance, security and usability of ICT systems by combining Tier 2–3 technical support with structured hardware, software and system testing prior to deployment and throughout ongoing operations.

2. Key Tasks and Responsibilities

• Conduct audits, reviews, and usability evaluations of ICT systems, software applications, and web platforms, ensuring compliance with operational standards, accessibility requirements, and user-centred design principles.
• Identify variations, risks, and user experience issuesacross infrastructure and applications, recommending corrective actions to optimise usability, reliability, and security.
• Collaborate with users, management, and technical teams to gather feedback on system usability, identifying workflow challenges and recommending improvements to interfaces, processes, and system navigation.
• Design, develop, and execute usability testing protocols, including task analysis, user journey mapping, prototype testing, and accessibility assessments to ensure solutions are intuitive and user-friendly.
• Prepare usability reports and recommendations, translating findings into actionable design or technical changes to improve adoption and satisfaction.
• Provide ICT support by diagnosing, testing, and resolving issues across servers, networks, applications, databases, virtual environments, and end-user devices, with a focus on maintaining a seamless user experience.
• Test, identify, and diagnose functionality and usability errors in hardware, systems, and programming code using UAT, regression testing, and performance benchmarking.
• Develop and deliver user training sessions, onboarding programs, and self-help guidesto promote usability and ensure successful adoption of new ICT systems.
• Conduct ICT architecture and interface reviews to assess system capacity, usability, resilience, and scalability, recommending hardware and software strategies for current and future business requirements.
• Create and maintain technical and usability documentation, including procedural guides, configuration notes, test plans, network diagrams, usability evaluation reports, and training materials.
• Provide guidance on ICT governance, human–computer interaction (HCI) principles, accessibility compliance, MFA, and endpoint security solutions to reduce risks and improve usability.

3. Practical Experience

The ideal candidate will have demonstrated experience in:

• Conducting usability testing, workflow analysis, and human–computer interaction (HCI) studies to evaluate and improve system usability, accessibility, and end-user satisfaction
• Designing and deploying ICT support solutions with a focus on intuitive user interfaces, streamlined processes, and user adoption strategies.
• Preparing usability reports and translating findings into actionable changes for system configuration, interface design, and process improvements.
• Supporting enterprise ICT infrastructure, including LAN/Wi-Fi networks, UniFi, Windows and Linux servers, VMware ESXi virtualisation, and disaster recovery systems.
• Developing and delivering end-user training, onboarding programs, and self-service documentation to improve usability, reduce error rates, and enhance productivity.
• Proficiency with Microsoft Windows Server, Linux, VMware ESXi, Active Directory, DNS, and SQL Server.
• Strong background in ICT testing methodologies, including usability testing, UAT, regression, and performance benchmarking.
• Experience in network administration, VPN deployment, VLAN configuration, and firewall management with attention to usability and accessibility.
• Applying IT security frameworks (MFA, RBAC, encryption standards) in ways that balance security with ease of use and minimal disruption to users.
• Excellent problem-solving, troubleshooting, communication, and documentation skills, with a proven ability to collaborate across cross-functional teams to deliver user-centred ICT solutions.

4. Qualifications & Experience

• Demonstrated experience in ICT infrastructure management, enterprise system administration, and Tier 2/3 technical support.
• A recognised tertiary qualification in Information Technology, Computer Science, Business Information Systems, or a related discipline (or equivalent professional experience).
• Minimum 3–5 years of relevant ICT experience, including system support, testing, and user-centred solution delivery.
• Demonstrated expertise in usability evaluation, ICT troubleshooting, system documentation, and end-user training..

5. Mobility & Relocation

Primary Work Location: Perth, Western Australia.

The position is primarily based in Perth; however, due to Cybershop’s expanding operations and national service delivery model, the successful applicant must be willing and able to travel as reasonably required in connection with their duties.

The position will involve:

• Regular interstate travel between Perth and Melbourne to support Cybershop’s business operations, client sites, system installations, ICT projects, testing activities and service expansion;
• Travel to other locations within Australia where required to provide onsite technical support, system deployment, testing, troubleshooting or project implementation services;
• Occasional international business travel, where reasonably required, for matters such as supplier and vendor engagement, technical evaluation, product testing, technology implementation, training or other business-related activities;
• Working at client premises from time to time where onsite technical assistance, installation, testing or troubleshooting is required; and
• Performing remote support and technical work from the Perth office when onsite attendance is not required.

The applicant must therefore have the flexibility to undertake interstate and occasional overseas business travel as reasonably required by the position. Travel requirements will vary according to client needs, project schedules and the operational requirements of Cybershop.

6. Opportunities

· Join a growing, innovative technology company with operations in Perth.

· Work on real-world ICT projects involving enterprise system deployment, network upgrades, and high-availability virtual environments.

· Career progression into senior technical or specialist roles.

· Be part of a collaborative, skilled team with a commitment to excellence in ICT service delivery.

Job Type: Full-time

Pay: $120,000.00 – $130,000.00 per year

Ability to commute/relocate:

• Perth WA: Reliably commute or planning to relocate before starting work (Required)

Licence/Certification:

• Driver Licence (Required)

Work Authorisation:

• Australia (Required)

Work Location: Hybrid remote in Perth WA