Ict System and Field Technical

2 weeks ago

Brisbane, Queensland, Australia Integral Connection tas Network Overdrive Full time

Highlights of the Position:

  • 20 Hours per week.
  • Perfect for a 3rd Year Uni Student studying IT who wants flexible and realworld experience to launch their career.
  • Possible Full-Time Employment available during University Breaks and after Graduation.

_ Must have a Car and Permanent Residency in Australia_

Job Description:

ICT System/Field Technician (Brisbane Based Part-Time):
The following Goals and Duties are applicable for every client's network that is managed by Network Overdrive.

Location:


The Position requires the person to work at Network Overdrive's Brisbane office and at client's premises as required by Network Overdrive.


Goals:

The position has the following performance indicators:

  • High Customer Satisfaction (99% rating): Excellent customer service to meet or exceed customer expectation for work done.
  • On Budget Resolution (85%): Be able to resolve over 85% of assigned tasks within budget.
  • On time response (90%): Be able to meet response times as set by Dispatch/SLA required.
  • Utilisation Rate (80%): Be able to demonstrate through Connectwise ticket system as utilisation rate over 80% (billable vs nonbillable time)
  • First time Resolution (80%): Be able to resolve work on first visit will no rework required by themselves or others.
  • All assigned requests set to in progress within 120 min of creation.
  • Timesheets up to date daily.

Values and Principles:

  • Customer Service: Maintenance of healthy customer relations and the provision of excellent technical service is vital.

This is especially achieved through the following:

  • System Availability: The network system and all data and support services it provides should be available to the organization whenever needed.
  • System Confidentiality: The information carried and stored on the network should be available only to persons authorised to access it.
  • System Integrity: The network and its support services should behave as expected; in particular, data should be modified only in accord with the needs of the organisation.
  • System Usability: The services provided by the network should facilitate the organisations and staff's tasks rather than impeding them.
  • System Flexibility: The network system should be able to be easily adapted to the changing needs of the organisation.

Duties:

The position is responsible for the following duties in accordance with the above goals:

  • Customer Relations_ _and levels 1 incident management/SLAs_
  • Maintain healthy customer relations.
  • Advise and prepare quotes on hardware resources for new or upgraded systems.
  • Monitor/resolve level 1 issues and SLAs.
  • Track such problems and take reasonable steps to prevent recurrence.
  • Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
  • Help to Onboard new clients as they are introduced to company.
  • Create and update documentation to include system reviews and recommendations.
  • Improve customer service, perception, and satisfaction.
  • Work in a team and communicate effectively.
  • Escalated service issues that cannot be completed within agreed service levels.
  • Help Document internal processes and procedures related to duties and responsibilities.
  • Oncall Support_
  • Be on call once a month for a weekend as per roster.
  • Consultation_
  • Assess and report on original status of client's systems security and efficiency.
  • Support senior staff in their advice clients on best practice for system and network administration.
  • Assist senior staff proposing various solutions for clients.
  • Develop some Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
  • Develop basic knowledge of the service catalogue and how it relates to customer's needs.
  • Management of the backup and restoration of data_
  • Implement and monitor an automated backup strategy of essential data within the network.
  • Periodically verify the backups to ensure integrity.
  • Periodically review the backup strategy and modify as necessary.
  • User Administration_
  • Maintenance of user accounts on all network servers.
  • Fault Prevention and Monitoring_
  • Ensure reasonable steps are taken to prevent hardware and software failure interrupting company operations.
  • System Upgrades, Installation and Configuration_
  • Help senior staff to plan and implement a hardware purchase policy to assist decisions for hardware purchases.
  • Hardware maintenance_
  • Ensure all new and existing hardware is tracked in the hardware configuration registry.
  • Perform diagnostics and liaise with hardware vendors to fix faulty equipment.
  • Monitor systems to ensure the registry remains current.
  • Software maintenance_
  • Ensure that all purchased software is tracked in the software registry.
  • Ensure all physical copies of software packages are tracked and their current location known at any time. Monitor usage of limitedlicense software.
  • Install and manage a sta

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