Technical Support Officer

6 months ago

Melbourne, Australia Hudson Australia Full time

The purpose of this role is to provide first and second level technical infrastructure support, assist staff in the area of Microsoft Windows, Microsoft Office and resolve technical problems reported through the incident management system.

The purpose of this role is to provide first and second level technical infrastructure support, assist staff in the area of Microsoft Windows, Microsoft Office and resolve technical problems reported through the incident management system.

The role is also expected to:

- Assist with ICT asset registration and tracking
- Install and commission new desktop hardware, printers, peripherals including desktop and mobile telephony
- Provide technical support for end user technology, including: desktop, laptop, mobile, remote access, print/scan/copy, audio video teleconferencing and standard software
- Maintain user network access
- Produce documentation for reports, briefings, correspondence, technical and user documentation
- Support both business locations, Melbourne CBD and Coburg, (including occasional after hours and weekends during peak periods), remotely and on site, as part of a regular rotation process.

**KEY ACCOUNTABILITIES**

**KEY ACTIVITIES**

IT maintenance and issue resolution
- Identify and implement solutions to user issues
- Implement patches and upgrades as per existing schedule and local processes
- Implement and maintain systems documentation
- Provide technical support for peripheral devices including mobile/tablet/audio-video conferencing devices

Customer relationship management
- Develop and maintain manuals and user guides
- Provide expert advice and support to users of organisational infromation technology systems
- Provide advice on IT policies and procedures
- Develop and ensure business SLAs are achieved

Business analysis
- Analyse business requirements and business functional specifications
- Translate business needs into technical requirements

**REQUIRED CAPABILITIES
**Knowledge & Skills
**Capability Description**

Specialist Expertise for 'Information Technology'
- Demonstrated experience as a technical support officer in a Microsoft environment with proven understanding of Microsoft Windows, Office, Active Directory, virtualisation technologies (including VMWare Horizon)
- Experience supporting VPN platforms including Palo Alto GlobalProtect and similar VPN technologies, including troublehooting a broad range of consumer home network platforms
- Demonstrable experience using contemporary ITIL Service / Incident Management tools such as Aegis
- Solid experience providing remote technical support to customers located across multiple corporate offices and private residences using a variety of both BYOD and corporate technologies

Problem Solving
- Analyses issues from different perspectives and draws sound inferences from information available
- Identifies and proposes workable solutions to problems
- Investigates and probes for the facts
- Liaises with stakeholders
- Seeks all relevant information for problem-solving

**HOW TO APPLY**:
Please submit your resume (in MS Word Format) for consideration via the link below. A cover letter demonstrating your relevant experience may also be reviewed.

Your interest will be treated in the strictest of confidence.

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