service desk technician

2 weeks ago

Melbourne, Victoria, Australia Hub Australia Full time

21st May, 2024

About Hub Australia:
Hub Australia provides premium workspaces, business networks, and services across 15 locations in Sydney, Melbourne, Brisbane, Canberra and Adelaide. Founded and headquartered in Melbourne, Hub has grown to become the largest privately-owned flexible workspace operator in Australia, with over 150 staff and over 7000 members ranging from small business and government to non-profit and corporations.
Established in 2011, Hub is a Certified B-Corporation and the first coworking space in Australia to be certified Carbon Neutral with Climate Active. Hub is a fun, energetic, and dynamic environment with plenty of room for growth – as we continue to build the best place to create, share, and work with others, there's a perfect place for you to grow with us
The Service Desk Technician will work within the Technology team to provide system and network troubleshooting nationally. They are focused on monitoring system performance, identifying problems, recommending improvements, and coordinating necessary changes. As the central point of contact for systems pain-points and the liaison between end-users (our members and Hub staff), your insights are pivotal in guiding the prioritisation of system upgrades and improvements.

What we're looking for:
You will be a troubleshooting dynamo who enjoys improving existing system processes and functionality to better serve the needs of the business and our team. This role is perfect for someone focused on system and network support, software upgrades, and process improvements. The ideal applicant will be results-driven, happy to work autonomously, have a strategic mindset, and always keen to learn more.

What your day to day will look like (but not limited to):

  • Support day-to-day operations of the Network infrastructure, AV, and systems applications by providing technical assistance and guiding users through corrective steps to resolve support requests within agreed timeframes
  • Provide administration and support of the Cisco Meraki platform, GSuite, Office 365, and HubSpot
  • Provide support to our AV meeting rooms
  • Make proactive recommendations to the Technology Manager on ways to increase efficiency via new systems or better processes
  • Work collaboratively with users from all areas of the business to provide subject matter expertise in defining business requirements, and system capabilities and implementing process and systems improvements
  • Communicating effectively with teams to inform them of upcoming works, and coordinating end-user testing and feedback
  • Developing written documentation, internal operating procedures, end-user instructions, and training users

What makes you successful:
In this role, you'll expertly balance multiple tasks, deadlines, and stakeholders with exceptional independent working skills, time management, and prioritisation. Your knack for creating and understanding application-specific documentation will be crucial.You'll excel at communicating complex technical concepts in simple terms to users of varying technical levels, both verbally and in writing. Your first-class customer service skills will shine as you keep your cool under pressure, while ensuring users feel supported and valued.

You will also have:

  • 3+ years in an IT customer-facing support role within a Level 2 or 3 environment with strong interpersonal and problem solving skills
  • Knowledge and experience in Cisco Meraki, Apple products, iOS, macOS, and mobile device management
  • Knowledge and experience in Google Workspace and Office 365
  • Knowledge of meeting room AV and video conferencing
  • Programming in Python, HTML, SQL would be advantageous

Rewarding You

  • Immerse yourself in a vibrant, dynamic, and joyous team atmosphere
  • Join ranks with some of Australia's top organisations, certified as a Great Place to WorkTM
  • Contribute to a B Corp and certified carbon-neutral organisation, committed to making a positive impact on society and the environment
  • Achieve a balanced lifestyle through our comprehensive wellness programme and lifestyle fund as well as birthday leave
  • Expand your skills and career trajectory with our personalised training and professional development offerings
  • Support to make a social and environmental impact with paid volunteer leave each year

Keen to join but don't tick all the boxes? Apply Anyway We understand that skills and potential don't always fit neatly into a checklist. If you're passionate about this role but don't meet every single requirement, we still want to hear from you. Your unique experience and enthusiasm could be just what we're looking for

At Hub Australia, we are dedicated to building a diverse, inclusive, and equitable workplace. We believe that our strength lies in our differences, and we are committed to providing an environment where everyone is welcomed, respected, and supported. We encourage applicants of all backgrounds, identities, abilities and experiences to apply, as we strive to reflect the communities we serve.

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