IT Support Officer

Overview

Join to apply for the IT Support Officer role at Dragonfly.

Come transform the future with us We're looking for a technically skilled, proactive IT professional who can grow their career.

About Dragonfly

Dragonfly stands for a different way of doing e-commerce delivery in Australia. Drawing on over three decades of experience as a market leader in Canada, Dragonfly is a new subsidiary that is hitting the ground running. Using the latest technologies and the right people ensures greater efficiencies, better results, and a superior customer experience.

We are a fast-paced company with an agile environment and a focus on on-time deliveries to doorsteps all around Australia.

About The Role

As the IT Support Officer, you'll play a vital mid-level role in maintaining and improving our IT infrastructure across a growing national network. Reporting to the Head of Logistics Technology, you\'ll provide Level 1 and Level 2 technical support, manage hardware and software setups, oversee user onboarding, and contribute to IT projects, including new Station launches and system rollouts.

You'll work with external suppliers, coordinate installations, support network infrastructure deployments. Travel as needed to provide on-site support, conduct audits, resolve network connectivity issues, and assist operational teams.

This role suits someone with a solid foundation in IT support who enjoys problem-solving, working autonomously, and collaborating with internal and international teams. Strong communication skills and a customer-first mindset are essential.

Key Responsibilities

• Order, install, and configure IT equipment, ensuring proper setup and ongoing functionality.
• Support onboarding of new team members.
• Maintain and troubleshoot users\' computer equipment, software, and AV systems.
• Provide responsive Level 1 and Level 2 support via multiple channels with timely resolutions.
• Resolve technical issues during standard working hours or after-hours as required.
• Support platforms used by operations teams and assist with deployment of technical projects.
• Travel as needed to perform audits, provide hands-on support, and assist with rollouts across locations.
• Install, configure, document and maintain networking equipment and infrastructure, including LAN and WAN.
• Perform remote network diagnostics and coordinate on-site visits for complex issues.
• Utilise ticketing systems to manage service requests and identify recurring issues.
• Manage equipment stock, make hardware recommendations, and process purchase requests.
• Collaborate with cross-functional teams, including the Canadian technology team and internal leadership.
• Deliver reports, KPIs, insights, and recommendations to stakeholders.
• Maintain a customer service mindset and clear communication in all interactions.
• Maintain a proactive, solutions-focused approach in support and project work.

Required Qualifications And Experience

• 5+ years' experience in Level 1 & 2 IT support, with qualifications in IT Support, Computer Science, or a related field.
• Valid Driver's License to travel to and from Stations when required.
• Experience with Microsoft 365, Active Directory, VPNs, LAN/WAN networking, WiFi systems and enterprise networking equipment.
• Hands-on experience with remote access tools, ticketing systems, antivirus software, and backup solutions.
• Experience with backup and recovery solutions.
• Hands-on experience with remote access software (e.g., TeamViewer).
• Strong diagnostic, troubleshooting, and problem-solving skills across hardware and software.
• Understanding of cybersecurity best practices.
• Excellent communication and stakeholder engagement skills, with a customer-focused mindset.
• Basic programming or scripting abilities, particularly in Python, for task automation and system integration projects is highly desirable.

Why Join Dragonfly Shipping?

• Competitive remuneration package.
• Enjoy a hybrid working environment.
• Dynamic team-oriented, supportive environment.
• Comprehensive training available to support your continuous growth and development.
• Opportunity to make a genuine impact and be part of a rapidly growing company.

Application

Are you a well organised, professional and curious IT Support Officer ready to make your next career move? Log in to your next opportunity - Apply Now

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