Level 1 IT Service Administrator

7 months ago

Box Hill, Australia Planet Innovation Full time

Planet Innovation (PI) is an award winning healthtech contract design and manufacturing company and we work on some of the most advanced technology in the world. We have our own portfolio of businesses, and also partner with world-leading organizations to help them create game-changing innovations to grow their business. Our clients include some of the world's top medical device and healthcare companies, as well as some of the world's most exciting start-ups.

Creating great products and winning awards is all down to our team. Planet Innovation has over 400 of the brightest and most passionate people on Earth, and we are looking for more.

As part of our continuous growth, we are looking for a Level 1 IT Service and Support Administrator to join our IT team based on-site at Box Hill (with some required visits to our manufacturing site at Blackburn North).

**The Role**:

- An IT service administrator is responsible for the support, configuration, delivery, and maintenance of systems, hardware and software.
- They are typically responsible for installing, managing and maintaining system software such as operating systems, data management products, office automation products and other software/hardware as part of IT requests or system maintenance.
- Typically act as a first point of contact via chat/tech bar/ticket, they prioritize and allocate tickets amongst the wider IT team.
- They have L1 experience with enterprise systems used by end users and can leverage this experience to provide seamless support to staff members across the organization.
- They use this knowledge of in-house systems to document and train other L1 IT staff members and guide them to appropriate resources.
- They focus on the efficient use of IT licenses and hardware inventory, performing regular audits to maintain cost-efficiency.

**The Accountabilities**:

- Act as a first point of contact to staff. Prioritize and allocate tickets amongst the wider IT team, balancing tickets based on workload and skills within the IT team.
- Complete on/offboarding, service requests. Resolve/escalate incidents. Manage onsite tech-bar and inventory needs, maintain standard operating procedures and knowledge base.
- Are the primary point of contact regarding day-to-day procurement and financial administration of IT expenses. Including liaising independently with the Accounts team and pro-actively addressing issues related to purchase orders and invoices before they arise.
- Ensures the availability of critical business systems via pro-active maintenance and ongoing support.
- Follow change control process for relevant systems, maintain business priority of change requests and associated documentation. Including assessing where process should be applied and advising other members of the IT team.
- Contributing to the cybersecurity posture of PI by participating in normal patch cycles, following best practices and actioning cybersecurity tasks as directed by L2.
- Provide training and advice to users and other members of the IT Team on specialist systems such as AV/VC, SharePoint sites, and Microsoft Teams
- Proactively identify potential opportunities to improve IT services (e.g., for efficiency, effectiveness, reliability, integrity, security) through implementation of technologies or process changes. Test and recommend appropriate solutions across IT and business.
- Maintain operational documentation and qualify documentation through team involvement and/or feedback.
- User access permission management across internal staff and external stakeholders, including clients.
- Hardware support and asset management

**The Typical Experiences**:

- Previous experience in system administration and desktop support (Level 1-1.5)
- Experience administering Azure/O365/Exchange for larger organizations (100+ users)
- Intermediate SharePoint Administration
- Experience prioritizing and allocating tickets amongst a wider team - ITIL aligned process practice.
- Adherence to OH&S requirements: Safe use of potentially hazardous equipment, liquids etc.
- Tertiary qualification in Information Systems or similar or equivalent experience

We are proud to be an equal opportunity employer. We are committed to creating an inclusive environment for all employees, and all suitably qualified applicants will receive consideration for employment without regard for race, gender, sexual orientation, religion, disability, or age.

No recruitment agencies, please.

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