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Service Desk Lead

4 months ago

Cheltenham, Australia Signature Care Operations Full time

CROFT DEVELOPMENTS PTY LTD is a specialist developer of aged care buildings (BCA 9c) for its sister company Signature Care Pty Ltd who are operators of Aged Care Facilities.

We currently have more than $500m worth of forward confirmed projects over the next 4 years, and are looking for a diligent **Service Desk Lead / IT Level 2 Support reporting to the IT Manager.**

**You will work with a dynamic team on site in Cheltenham, VIC, which is close to Southland Shopping Center. **Free all day street parking available.**

The Service Desk Lead will maintain, upgrade and provide support for software, hardware, networks and cloud systems. The Service Desk Lead needs to be able to diagnose and resolve problems quickly and be reasonably available to respond to help desk requests after hours.

The applicant should be able to easily communicate technical concerns and solutions to many different people with varying degrees of technical knowledge as well as work with individuals in all departments to help solve their technical issues from level 1-3. The Service Desk Lead is also responsible for maintaining the IT systems infrastructure, including firewalls, testing computer equipment, backing up databases, installing and updating malware software, installing and rebuilding existing servers, cloud-based systems, maintain documentations, develop SOP’s as well as other processes related to the job scope.

**RESPONSIBILITIES**
- Providing IT support, smooth IT business operation and interact with end users Nationally
- Installing and configuring hardware and software components to ensure meeting deadlines.
- Manage and maintain the office network and equipment’s such as Meraki, Fortinet, Lenovo, HP and Dell hardware.
- Assist in implementation of the ISO27001 across the IT department
- Manage and maintain Windows Azure based servers and systems
- Troubleshooting hardware and software issues.
- Performing tests and evaluations on new software and hardware.
- Be willing to take on incidents from tier 1 to 4 and provide resolutions and being the first point of contact for error reporting.
- Establish good relationships with all departments and colleagues.
- Conducting daily checks and system functions to make sure that networks and communication links are operational for business support.
- Managing and developing of technical documentation and SOP’s.
- Supporting the implementation, maintenance and upgrading of all relevant software and hardware tools used by the business
- working with external vendors and contractors, as required.
- Ensuring all aspects of IT support comply with Signature Care
- Other activities as required

**QUALIFICATIONS**
- Undergraduate degree or its international equivalent in Computer Engineering or IT-related field from an accredited institution;
- Certification in Microsoft Technologies such as MCP/MCSE
- Cisco Certified Network Associate accreditation is advantageous (CCNA).
- Certification in SharePoint
- Certification in ITIL
- or equivalent work experience.

**EXPERIENCE**
- 5+ years’ experience in computer networks, network monitoring, troubleshooting and systems maintenance and good problem-solving skills in the capacity of systems administrator or similar.
- Extensive hands on IT support & systems maintenance experience and good knowledge of ITIL framework of standards and practices
- Good understanding or routing protocols and switching
- Good understanding & knowledge of Windows 10 & 11 platform
- Good knowledge of Fortinet & Dell switches and wireless access points
- Good understanding of TCP/IP, DNS, DHCP, VPN, Firewalls and routing protocols
- Excellent knowledge in Microsoft O365, VOIP, Sophos AV, Group Policy, Azure AD, Windows AD, Exchange Server, Exchange Online and mobile device management
- Knowledge in SSO, Directory Synchronization is advantageous
- Experience in Managing Engine Service Desk Plus is highly advantageous
- Experience in Managing Engine Desktop Central is highly advantageous
- Experience in Fortinet Security Appliances is highly advantageous
- Be familiar with system integration concepts, internet security and cloud technology
- Good knowledge of scripting language for various operating systems such as PowerShell
- Exposure to Aged Care IT industry is advantageous.

**EMPLOYEE BENEFITS AND CULTURE**

Our staff’s health and wellbeing are important to us - which is why we have developed and partnered with selected providers to offer employees a growing range of benefits to make sure they get the most out of their working and personal life. Benefits available include:

- Exclusive staff discounts with JB Hi-Fi
- Free all day parking Parking
- CommBank Workplace banking
- Staff social events
- Salary sacrificing options including superannuation and novated Leasing through Enlist
- Benefits through our default superannuation fund HESTA
- Access EAP - a voluntary, confidential and free counselling service
- Immunisation (Flu and Covid) provided free at site