Technical Support Specialist

6 months ago

Perth, Australia Nous Group Full time

**Nous is a great place to work**

Nous Group is an international management consultancy with over 800 people working across Australia and New Zealand, the UK, Ireland and Canada. We are a values-based organisation that is inspired and determined to improve people's lives in significant ways. Working in unique, cross-disciplinary teams we create innovative and enduring solutions that transform businesses, governments, and communities. We realise a bigger idea of success.

Nous is recognised as Australia's top workplace, ranking first in the 2021 Great Places to Work Awards (Australia). We are proud to have been named Best Management Consulting Firm by the Australian Financial Review in 2017, 2015 and 2013 and a Great Place to Work in 2019, 2017, 2015 and 2013 (Australia).

We are looing for a fabulous full-time Technical Support Specialist, in a hybrid role based in our Perth office. Reporting to the IT Support Manager and working alongside our Perth-based Global Infrastructure Engineer, you will have the opportunity to learn and further develop your skills in systems administration, as well as supporting the business by providing local IT support with a minimum two scheduled days on-site at our Perth CBD office and as an escalation point for our global Helpdesk.

**The role**
- Provide exceptional IT support and service via remote access tools and reliable on-site support
- Research and provide appropriate technical information to fulfil requests, deliver projects or resolve incidents
- Participate in the proactive and preventative maintenance of Nous' IT systems
- Assist in investigation and resolution of network and connectivity problems
- Install or remove hardware and/or software using supplied installation instructions and tools
- Assist in the maintenance of asset register; administer assets and produce reports to assist asset management and decision-making
- Follow change management procedures, including reviewing relevant change requests and raising change requests as appropriate
- Plan and deliver ad-hoc work and projects, independently and/or within a team, including after hours as required
- Gather and respond to feedback from users and stakeholders to develop and enhance relationships and performance
- Assist in maintaining Nous IT's knowledge database, including reviewing and developing new documentation
- Assist in maintaining Nous' mobile device management, group policy, and desktop administration
- Work with the IT Security team to maintain a high level of network and information security, including managing user access in an ethical manner

**Practical skills and experience**
- 3-5 years experience in a helpdesk technical support role and skilled in performing onsite and remote support to users essential
- 2-3 years experience in a system administration role desirable
- Relevant post-secondary education in IT-related discipline or equivalent qualification(s)
- Working knowledge of concepts and best practices in enterprise IT support, ITIL methodologies, processes, and documentation
- Strong hands-on/technical knowledge of core technologies, including but not limited to Windows 10, Active Directory, Office/MS 365, MS Exchange, Okta, Intune/Autopilot, WAN/LAN/WLAN, MS Teams (including telephony), Linux, VPN, and Docker preferable
- Knowledge of cloud platforms such as Microsoft Azure and/or AWS preferable
- Intermediate endpoint device maintenance and troubleshooting
- Knowledge of practical aspects of information and cyber security as relate to IT support and service delivery
- Experience in a professional services environment is desirable

**Key attributes**
- Customer-centric, with excellent communication and interpersonal skills
- Accountable and able to work independently, though strong self-management without direct supervision
- Excellent organisational skills, including prioritising and managing own workload
- Reliable, punctual, with strong time management crucial
- Excellent attention to detail, accuracy and quality
- Resilience built on self-awareness and ability to adapt to change
- Maintains a safe and tidy workplace

**Compliance**
- IT policies and procedures
- Workplace health and safety
- Information and cybersecurity policies

**Finally, the important details...**
- If you want to be part of a dynamic team that puts people at the centre of everything, then we'd love to hear from you
- To be eligible to apply, you must be a current Australian Permanent Resident with no working restrictions.
- Please note if you are successful in the recruitment process, you will be required to undertake background screening prior to your commencement at Nous._

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