IT Operations Lead

3 weeks ago

Port Melbourne, Australia Ericsson Full time

About this role:

Ericsson Australia is seeking a highly skilled IT Operations Lead to join their team in Melbourne. This role is responsible for providing technical assistance and support related to IT computer systems, hardware, or software. The IT Operations Lead will support all local IT initiatives and activities assigned by the IT Delivery Manager.

Key responsibilities:

  • Lead the ANZA IT Support team and perform all general onsite local IT support duties for our 3 Melbourne sites, and other remote sites.
  • Ensure operational excellence in ANZA local onsite support team to secure the best user experience.
  • Provide support to IT Delivery Manager for escalations, local LT requests, client/mobile refresh and other project related requests from internal global project teams.
  • Provide support to IT Delivery Manager for escalating performance and delivery issues with respective global vendors for mobile phones, laptops, and working from home IT equipment.
  • Review and report on monthly mobile roaming and data usage, and identify deviations from policy for follow-up with users and their managers.
  • Ensure high data quality in the documentation of events, actions taken and resolution in the tickets.
  • Contribute to knowledgebase articles (KBA) to improve the effectiveness and efficiency of IT Support. Collaborate with IT Support colleagues across MOAI to identify and share new solutions.
  • Pass on user feedback to the appropriate team through the IT Delivery Manager.
  • Identify and suggest possible improvements for procedures and ways of working in IT Support. Develop training manuals and other technical documentation as required.
  • Ensure local onsite support team delivers to the agreed SLA targets.
  • Adhere to Ericsson IT Processes and IT/Information Security Requirements in the IT support activities.

Requirements:

  • Experience working with Microsoft Windows Operating Systems.
  • Knowledgeable in additional OS such as MacOS and Linux is a plus.
  • Experience with networking (LAN, WLAN and WAN) concepts and technologies.
  • Knowledgeable in managing iOS and Android devices.
  • Experience with Microsoft Office 365 (Outlook, TEAMS, etc.).
  • Client Facing Skills (professional, approachable, patient and calm under fire).
  • Proven experience as a help desk technician or other customer support role.
  • Excellent teamwork, time-management and organizational skills.
  • Ability to diagnose and resolve technical issues.
  • Excellent communication skills and proficiency in English – verbal and written.
  • ITIL framework knowledge and experience is beneficial.

Why Ericsson?

At Ericsson, you will have the opportunity to use your skills and imagination to push the boundaries of what is possible. You will be challenged, but you won't be alone. You will be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

Employee benefits:

  • Wellness programs to support your physical and emotional wellbeing.
  • Paid Time Off to recuperate and recharge.
  • Flexible work arrangements to achieve a better work-life balance.
  • Employee Discounts on health insurance, groceries and entertainment.
  • Access to Degreed, an integrated learning platform for skill development.
  • Award programs to recognize employee commitment.

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