Tech Support Technician, Sydney

2 weeks ago

Sydney, New South Wales, Australia Canopius Full time

The Role

The primary objective of this IT support role based in Sydney, Australia for the APAC region is to provide direct assistance to end users in predominantly in Sydney and Melbourne as we transition to new and existing workplace technologies as well as in end user computing to laptops. The role is essential for addressing user problems, major incidents and escalations of tickets raised with 1st line ServiceDesk and Group IT. In addition, the role involves regular interaction with, and management of tickets raised with the third-party teams that constitute the end-to-end delivery of Canopius's IT services and support.

In addition, the role encompasses local support for IT governance, technology management, and hardware maintenance deployed in the Sydney and Singapore offices, collaborating with local third-party support teams.

Responsibilities will include:

Laptop setup for new joiners and ongoing management for devices deployed in Australia. Support for office-based technologies supported by the relevant Group IT functions, including networking and audio-visual equipment. Governance and good management of Networking rooms and cabling. Support for BYOD smartphones, Android and iOS 2nd line O365 and MS Teams support including usability queries. Create and maintain effective service procedures, policies, and standards Liaising with 1st line Service Desk for escalations, problems, and major incidents. Involvement in testing where changes & new processes are being deployed. Key escalation point for incidents, request and customer experience including Problem and Incident Management

Skills and experience:

Excellent IT skills and knowledge of troubleshooting computer related issues both hardware and software, as well as desktop, laptop and mobile devices Knowledge of M365, Teams, Active Directory, Azure AD, OneDrive & SharePoint Online, Microsoft Endpoint Manager (InTune), as well as TCP/IP, DNS and DHCP is desired. Experience of supporting Azure cloud and associated services. Experience of working with third party specialist support providers and managing their engineers and ticket queues Good communication skills, both oral and written Experience of supporting a wide-ranging user base including VIP support Solid understanding of Security and audit / compliance requirements Experience of ServiceNow ITSM, and ideally ITOM Strong communication skills, both oral and written and ability to interact with all levels across the business Powershell and PowerBI experience are very desirable Attention to detail with a high degree of accuracy in work product A strong collaborator; excellent relationship building and communication skills with the ability to engage people from diverse cultures and different levels. Experience of working in a global organisation, balancing global and local requirements

Our benefits

We offer all employees a comprehensive benefits package that focuses on their whole wellbeing. This includes hybrid working, a competitive base salary, pension contributions, flexible benefits, discretionary bonus, insurances including health (family) cover, and many other benefits to enhance financial, physical, social and psychological health.

About Canopius:

Canopius is a global specialty lines (re)insurer. We are one of the leading insurers in the Lloyd's of London insurance market with offices in the UK, US, Singapore, Australia and Bermuda.

At Canopius we foster a distinctive, positive culture which enables us to bring our whole selves to work to flourish as people, and build a business which delivers profitable, sustainable results.

Canopius operates a hybrid working model and is committed to providing an environment that challenges employees to be their best and where everyone's unique contributions are recognised, valued and respected.

We are fully committed to equal employment opportunities for all applicants and providing employees with a work environment free of discrimination and harassment. All employment decisions are made regardless of age, sex, gender identity, ethnicity, disability, sexual orientation, socio-economic background, religion or beliefs, marital or caring status, or any other status protected by the laws or regulations in the locations where we operate. We encourage and welcome applicants from all diverse backgrounds.

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