Enterprise IT Support Specialist

3 weeks ago

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

Job Overview

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The Enterprise IT Support Specialist will provide technical support and customer service to internal clients for issues related to hardware, operating systems, desktop/web applications, mobility, conferencing, and printing. This role is responsible for increasing users' ability to self-service, automating contacts, enhancing users' experience, and supporting users in adopting new technologies.

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 their 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
  • Ordering and maintaining 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 the 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 creation of 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, maintain, and troubleshoot Microsoft Windows (Win 10 AND Office 2016) desktop, laptops, and notebook computers
  • Basic Knowledge of ADS, DNS, DHCP configuration
  • Handling of asset management and vendor management
  • Basic 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

Qualifications, Skills, and Experience

  • 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

Benefits

At Franklin Templeton Australia Limited, we offer competitive salaries and benefits packages, including excellent health insurance options, generous superannuation contributions, flexible work arrangements, and access to ongoing training and development opportunities.

About Us

We're a global investment management leader with a strong presence in Australia. Our culture is shaped by our diverse global workforce and strongly held core values. We prioritize employee well-being and provide multidimensional support for a positive and healthy lifestyle.

Salary

$80,000 - $120,000 per year, depending on experience.

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