Ict System And Field Technician

ICT System and Field Technician (Part-Time Role)

Melbourne, VIC, Australia

AU$ 26, , Australian Dollar)

About the job

Highlights of the Position

• Perfect for a 3rd Year Uni Student studying IT who wants flexible and real-world 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 (Melbourne 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 Docklands office and at client's premises as required by Network Overdrive.

Goals

The position has the following performance indicators :

1. High Customer Satisfaction (99% rating): Excellent customer service to meet or exceed customer expectations for work done.
2. On Budget Resolution (85%): Be able to resolve over 85% of assigned tasks within budget.
3. On time response (90%): Be able to meet response times as set by Dispatch / SLA required.
4. Utilisation Rate (80%): Demonstrate through Connectwise ticket system an utilisation rate over 80% (billable vs non-billable time).
5. First time Resolution (80%): Resolve work on first visit with no re-work required by themselves or others.
6. All assigned requests set to in progress within 120 min of creation.
7. Timesheets up to date daily.

Values and Principles

• Customer Service: Maintenance of healthy customer relations and the provision of excellent technical service is vital.
• 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 organisation's and staff's tasks rather than impede them.
• System Flexibility: The network system should be easily adaptable 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 Level 1 Incident Management / SLAs

1. Advise and prepare quotes on hardware resources for new or upgraded systems.
2. Monitor / resolve level 1 issues and SLAs.
3. Track problems and take steps to prevent recurrence.
4. Communicate with customers about progress, outages, etc.
5. Help onboard new clients.
6. Create and update documentation including system reviews and recommendations.
7. Improve customer service, perception, and satisfaction.
8. Work in a team and communicate effectively.
9. Escalate service issues that cannot be completed within SLA.
10. Document internal processes and procedures.

On-call Support

1. Be on call once a month for a weekend as per roster.

Consultation

1. Assess and report on client's system security and efficiency.
2. Support senior staff in advising clients on best practices.
3. Assist in proposing solutions for clients.
4. Develop business awareness and understanding of customer needs.
5. Learn the service catalogue and its relation to customer needs.

Management of Backup and Restoration of Data

1. Implement and monitor automated backup strategies.
2. Verify backups periodically.
3. Review and modify backup strategies as needed.

User Administration

1. Maintain user accounts on network servers.

Fault Prevention and Monitoring

1. Take steps to prevent hardware and software failures.

System Upgrades, Installation and Configuration

1. Assist in planning and implementing hardware purchases.
2. Ensure hardware and software are installed and configured securely.

Hardware Maintenance

1. Track hardware in configuration registry.
2. Perform diagnostics and liaise with vendors.
3. Monitor systems to keep registry current.

Software Maintenance

1. Track software purchases and locations.
2. Install and manage SOE for clients.
3. Apply updates and patches.

Security

1. Understand and implement site security policies.
2. Educate staff on security procedures.
3. Monitor security breaches.
4. Adjust security policies as needed.

System Support

1. Provide IT support for technical issues and projects.
2. Support Microsoft technologies and virtual environments.
3. Respond to network issues and user problems.
4. Track and resolve problems, prevent recurrence.
5. Support over phone, remote, and onsite.

Accountability

1. Record efforts clearly for clients and staff.
2. Manage expense claims properly.
3. Enter time and expenses in ConnectWise.
4. Follow scheduled plans in ConnectWise.
5. Complete training on processes.
6. Log all work as service tickets.

Training and Professionalism

1. Stay updated with current technologies.
2. Join professional organisations (paid by Network Overdrive).

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