About mHITs

mHITs Limited was founded in 2004 and is a multi-award-winning Australian financial technology business. We focus on mobile payment and billing services in emerging markets and have pioneered many new mobile payment services and concepts around the world. We have recently rebranded our mHITs Remit Australia mobile money service to Rocket Remit to reflect our current focus and commitment to international mobile money transfer. The Rocket Remit team are leaders in our field and brilliant at what we do. We are 100% locally owned and operated.

Position overview

As an ICT Customer Support Officer, you will provide first-level technical support and assistance to internal and external users of ICT systems. This role ensures that incidents and service requests are resolved efficiently and effectively in accordance with service level agreements (SLAs) and organisational procedures to improve the overall staff and customer experience. The role will require exposure to, and training in, Anti-Money Laundering and Counter Terrorism Finance (AML/CTF) practices, fraud detection and advanced financial technology services including mobile money and blockchain ecosystems.

Responsibilities and tasks

·Diagnose and resolve hardware, software, and network issues, or escalate to higher-level support when required.

· Log, track, and update all incidents and service requests in the IT service management system.

·Install, configure, and maintain end-user devices including desktops, laptops, printers, and mobile devices.

· Assist customers with the onboarding and offboarding process, including account setup, access permissions, and device provisioning.

· Brainstorm new platform ideas and improvements.

· Provide customer support for standard business applications

· Ensure timely communication with users regarding the status of their requests and issues.

· Participate in IT projects and rollouts as required.

·Maintain a high level of customer service and promotea user-focused ICT environment.

·Proactively participate in company discussions and personal/professional development activities.

Qualifications and skills required

·Relevant studies in ICT and at least 1 year of relevant work experience.

· Proven experience in a help desk or customer support role.

·Strong knowledge of Windows and Mac operating systems, Microsoft 365, and common business applications.

·Excellent interpersonal and communication skills, both written and verbal.

· Ability to troubleshoot and resolve technical issues efficiently.

· Strong organisational skills and the ability to prioritise tasks under pressure.

· High degree of resilience, flexibility and problem-solving ability.

· Honesty, integrity and cultural sensitivity

·Commitment to customer service and continuous improvement.

Desirable Criteria

·ITIL Foundation certification or familiarity with ITIL service management practices.

·Experience with service management tools (e.g., ServiceNow, Jira Service Desk).

·Basic understanding of networking concepts and remote support tools.

Job Type: Full-time Permanent 38 Hours PW

Salary: AUD 80000/+Superannuation PA

To get more details on the role, reach out to us at