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Position Overview
We are seeking a dedicated IT Support Technician to become a vital member of our Technology team. This role serves as the initial point of contact for support inquiries through our IT service desk platform, ensuring exceptional service delivery to our staff. The IT Support Technician will provide Level 1 and Level 2 assistance for all internal systems and the users who rely on them. This position is essential in supporting our core business operations, particularly in Event Delivery and Precinct Management, in alignment with Service Level Agreements established with various business units. The IT department's ability to deliver a robust, secure, and highly available IT infrastructure and application services is crucial for the success of our organization.
Key Responsibilities
Technical Assistance
- Act as the primary support contact for staff inquiries and escalate issues to other IT personnel as needed.
- Manage and resolve support requests within agreed-upon Service Level Agreements.
- Provide effective assistance to users experiencing technical difficulties through remote support, phone interactions, and on-site visits.
- Educate and assist users with common productivity software applications.
Hardware & Software Management
- Configure, test, deploy, and troubleshoot PCs, laptops, phones, and tablets, along with standard peripherals such as printers and monitors.
- Install and troubleshoot software using enterprise desktop and mobile device management solutions.
Project Support & Event Coordination
- Develop and maintain strong collaborative relationships with staff, vendors, and event organizers to facilitate tailored IT solutions for events.
- Support project teams with assigned tasks to ensure timely and budget-compliant project delivery.
Qualifications & Skills
Required Qualifications
- Relevant tertiary qualifications in Computer Science, Information Technology, or equivalent; or recognized certifications in applicable technical competencies.
- At least one year of experience in an end-user computing support role.
- Proficient in managing Level 1 and Level 2 desktop support requests in a helpdesk environment.
- Strong knowledge of Windows operating systems and the Microsoft Office 365 suite, including collaborative tools like SharePoint and Teams.
- Familiarity with core services such as Active Directory, DHCP, DNS, File Shares, and Print services, along with basic network troubleshooting skills.
- Experience supporting iOS and Android devices, as well as familiarity with Mobile Device Management solutions.
- Knowledge of ITIL and processes related to Incident, Request, and Change Management.
- Excellent customer service skills, attention to detail, and follow-up capabilities.
- Strong analytical skills, with the ability to diagnose and troubleshoot issues effectively.
- Team-oriented, self-motivated, adaptable, and capable of managing multiple tasks to meet deadlines.
Preferred Qualifications
- Certifications in Microsoft Desktop and Office 365 are advantageous.
- ITIL Foundation certification is a plus.
About Our Organization
Melbourne & Olympic Park (M&OP) is a premier multi-venue precinct that showcases Melbourne on a global stage. We host the Australian Open and a multitude of entertainment, sporting, and community events throughout the year across our world-class facilities. At M&OP, we are committed to delivering exceptional customer experiences for every individual, every event, every time. Our success is driven by attracting top talent to build a high-performance, integrated team dedicated to creating outstanding experiences for our guests.
