System Support Specialist

2 weeks ago

Melbourne, Victoria, Australia ITW Full time
ITW is a Fortune 200 company operating in nearly every corner of the globe.

ITW has a powerful and unique business model and culture which is the key to over 100 years of success.

ITW Construction Asia Pacific employs around 1100 employees in the region to service our key end markets and customers in residential and commercial construction.

Our team has achieved some great things this year - such as being rated number 4 top Graduate Employer in Australia amongst 300 eligible companies


We are proud of our portfolio of brands such as
Paslode, Stockade, Buildex, Pryda and
Reid, just to name a few.

ITW's products and solutions are at work all over the world, in deep-sea oil rigs, aerospace technology, bridges and wind turbines, healthcare, the spaces in which we live and work, the cars we drive, and the mobile devices we rely on.

We are never, whether we know it or not, more than a few steps from an innovative ITW solution.


The IT System Support Specialist is responsible for efficient running of the Service Desk across ANZ with a heavy focus in Melbourne offices.

This position includes diagnosing and troubleshooting workplace-related IT issues, and proactively promoting best-practice end-user behaviours for the success of employees across the APAC region.

This role includes (hands-on) deployment of laptops and end-user IT equipment, and regularly being onsite.

Melbourne location

Responsibilities will be:

  • Service Ticket efficiency (monitor aging tickets, idle tickets, and routing of tickets)
  • Level 1 and 2 Service Desk Ticket resolution (resolution and knowledgebase accumulation)
  • Sourcing, Configuration and Deployment of Computers (Laptop/Desktops), mobile devices and accessories
  • Manage escalation of tickets to IT Leadership or to vendors as needed
  • Report major events and incidents across the business, and contribute to resolution if required
  • Participate in afterhours support for IT infrastructure maintenance as required (occasional)
  • Commitment and completion of assigned projects as part of annual performance objectives
  • Joint ownership of key enduser processes with HR e.g., new employee inductions, offboarding
  • Group training sessions on common enduser tools (e.g., Office 365, VPN, Laptop functions, etc.)
  • Proactively review the current working environment, and contribute suggestions for improvements
  • Businesscontext awareness and thus an understanding of ticket priorities and the reasons behind them
  • Demonstrate integrity and honesty

To be successful in this position you will have:

  • 1 to 3 years demonstrated experience in:_
  • ServiceDesk environments
  • Service Delivery with SLAs


 Microsoft Office 36
  • Hardware config and asset management (e.g., Lenovo & Apple)
  • Sound Knowledge in:_
  • Microsoft Operating Systems (up to Windows 11)
  • Microsoft Windows Servers
  • Networking configuration for endusers
  • Mobile device management and configuration (Apple)
  • Remote Access Tools
  • Familiarity with the following will be advantageous:_
  • Microsoft SharePoint Online
  • Microsoft Power Platform
  • ITIL (minimum v3)
  • IT Support Experience in Manufacturing/Distribution environments


ITW is dedicated to providing a flexible and inclusive working environment where you will witness our enviable track record of internal career growth and progression.


Additional Information:

Illinois Tool Works Inc. ("ITW" or "the Company") is an equal employment opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin or on the basis of disability.

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