It Support Specialist – L2 – Adelaide, South Australia

Axiom Technologies is an Australia-based entity with a history of providing Managed IT solutions to medium to large-scale enterprises globally.
Please visit our website for more information about what we do at www.axiomtechnologies.com We are looking for a capable resource to coordinate ranging from simple activities to more complex plans.
This role will provide onsite/on-call assistance to end users within the organization's desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.
IT Skills and Experience User Support Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.o Respond to user inquiries and provide solutions.o Troubleshoot and resolve technical issues.o Document user issues and resolutions.o General troubleshooting steps to locate the root cause and address it.
System Maintenance Perform regular maintenance tasks to ensure the smooth operation of IT systems.o Monitor system performance.o Apply software updates and patches.o Perform system backups and recovery.o Follow vendor supplied instruction as well as a local KB.o Manage data access and retention on cloud as well as network-based storage.
Network Management Manage and maintain the organization's network infrastructure.o Monitor network performance and security.o General troubleshooting steps to locate the root cause and address it.o Troubleshoot connectivity and network issues mainly Mercorella warehouse.
Software Management Manage the installation, configuration, and maintenance of software applications like SAP B1 and Obela EDI system.o Install and configure software applications.o Provide software updates and patches.o Assist users with software-related issues i.e.
Windows, MS Office, One Drive, and Share Point.
Security Management Ensure the security of IT systems and data.o Implement security measures and protocols.o Monitor security breaches and respond to incidents.o Conduct regular security audits.o Continuously educate staff on the importance of cyber security.
Training and Documentation Provide training and create documentation for users.o Conduct training sessions for users on IT systems and software.o Create and maintain user manuals and documentation.o IT induction for new joiners.o Knowledge Base document prepared.
Operational Technology Manage and maintain the organization's network infrastructure.o This function is limited to Obela specific systems i.e Site security and CCTV system, OFS server, QA system, Scada remote control laptop for remote access.
IRI database weekly updates.
Core Technical Skills This technician would need to be able to support standard Windows endpoint support.
Support the manufacturing environment i.e.
printers, Io T devices, etc.
Experience working in an end-user desktop support role or computer operations environment required.
Advanced printer/peripheral device troubleshooting.
Providing remote technical support to users of desktop and laptop, printer etc.
Configuring & troubleshooting problems w.r.t Operating System, Office Applications.
Handling VIP and escalation calls.
Interacting with senior users to understand the requirements.
Perform direct hands-on problem resolution and escalation management for end-user.
Serves end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems and performing troubleshooting activities.
Extensive diagnostic information gathering, troubleshooting, problem analysis and resolution.
Investigation and resolution of issues and may also include performance monitoring.
SAP Business One Support and Administration.
Desired Skills and Requirements Understanding of ITIL processes and methodologies.
Experience with ticketing tools – SNOW etc.
Excellent communication & interpersonal skills.
Advanced troubleshooting & adaptability & flexibility.
Good experience with Microsoft products and database, MAC OS, IOS and Networking Knowledge.
Knowledge of Incident, Problem, Change Management.
Record events and problems and their resolution in logs.
Follow-up and update customer status and information.
What next?If you are looking for the next challenge in your career and wish to apply for this role, please forward your resume to careers.au@axiomtechnologies.com.
Job Features Job Category Technical
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