IT Support Specialist

2 weeks ago

Melbourne, Victoria, Australia F3517 Franklin Templeton Australia Limited Full time

Company Overview

F3517 Franklin Templeton Australia Limited is a dynamic and diversified firm spanning asset management, wealth management, and fintech. We offer opportunities to help investors achieve their goals and reach their potential.

About the Role

We are seeking an IT Support Specialist - Desktop Analyst to provide technology and functional support to internal clients for issues including hardware, operating system, desktop/web applications, mobility, conferencing, and printing. This role requires 5 days per week onsite in the office and occasional after-hours support for moves and changes.

Responsibilities

  • Provide on-site technical support and customer service as well as remote user support.
  • Build customer relationships with senior level employees and administrative support personnel in the office and travel to other offices in the region.
  • Accountability for addressing technical issues in a timely manner and providing concise and timely updates.
  • Address issues that arise within the local office and tickets for local and remote users routed from the service desk.
  • Coordinate, setup, and support technologies used in Conference Rooms.
  • Provide Audio Visual Support for internal meetings.
  • Support trading and investment management technologies.
  • Sustain effective relationships with users in assigned areas, especially regarding operating systems, applications, mobile devices, new technologies, and communications infrastructure.
  • The primary value is to provide quick and efficient resolution while minimizing disruption to the customer.
  • Actively participate in team meetings.
  • Order and maintain inventory of IT assets.
  • Project work related to acquisitions and integration of companies.
  • Coordinate and support office moves and user restacks.
  • Be an active advocate for the customer within IT and with outside technical groups.
  • Escalate issues to the appropriate teams and drive to closure.
  • Manage ticketing queues to ensure issues are prioritized and actioned.
  • Availability to provide support outside business hours.
  • May include occasional travel to other offices.
  • Follow company guidelines, processes, and standards.
  • Assist in creating technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support.
  • Working knowledge of office automation products and computer peripherals, like printers and scanners.
  • Ability to perform remote troubleshooting and provide clear instructions.
  • Set up, maintained, and troubleshoot Microsoft Windows (Win 10 and Office 2016) desktop, laptops, and notebook computers.
  • Basis knowledge of ADS, DNS, DHCP configuration.
  • Handling of Asset management and vendor management.
  • Basis LAN (Network) troubleshooting knowledge.
  • Outlook, MS Teams, and OneDrive configuration in end client.
  • Identify and escalate situations requiring urgent attention, redirecting problems to appropriate resources.
  • Assist in creation of technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support.

Requirements

  • Bachelor's or higher degree in computer science or related field.
  • Minimum of 4 years in a similar fast-paced and dynamic environment in the desktop support role.
  • Excellent skills and abilities in organization, planning, multi-tasking, and flexibility.
  • Excellent communication and interpersonal skills.
  • Good problem-solving and critical thinking skills.
  • Ability to actively participate as part of a team as well as work independently.
  • Strong service delivery and customer management skills for local and remote users.
  • Proficient in supporting Windows 10, Windows 11, Office 365, iOS, and Mobile Technologies.
  • Reliable transportation – mileage will be reimbursed when traveling to a non-primary office is required.

Salary

$80,000 - $120,000 per annum.

Benefits

We offer a competitive salary, excellent benefits package, and opportunities for professional growth and development.

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