IT Support Specialist
4 days ago
Anton Murray Consulting is a leading recruitment agency specializing in IT and technology placements. We are seeking an experienced IT Support Specialist to join our client's team in Melbourne, Australia.
The successful candidate will be responsible for providing technical support to Asia Pacific partners, analyzing system needs, handling problem resolution, and performing project management duties as needed. This is a contract or temporary position with an initial hourly rate.
We offer a competitive salary of $90,000 - $120,000 per annum, depending on experience.
Job Description:
Scope of Work:
- Provide business-as-usual (BAU) IT support to APAC partners
- IT Service Management for Partners (Incident, Problem and Change Management)
- Leverage Global Support Model in providing IT support for Incidents and Service Requests
Duties:
- Provide technical support to all Asia offices
- Analyze impact, risks, and effort needed to implement a change request
- Help carry out approved changes to the system
- Coordinate with Global Support Teams for changes and support required by business partners
- Regularly check for new issues/incidents raised by key business partners
- Generate and analyze trending reports, recurring incidents, root-cause analyses, and opportunities for systemic improvements to service results and periodic SLA reports/scorecards
- Analyze, track, and monitor all escalated issues, act as a resolution owner, and ensure that issues are properly resolved
- Escalate unresolved issues to other pre-identified support groups and vendors
- Provide support to Critical and Major Incidents that may constitute to a possible miss in SLA
- Own Critical/Major Incidents, Resolution, and Escalated Incidents until closure
- Provide regular updates, analysis, and next steps as appropriate during outages
- Deskside support to Partners
- Provide Audio-Visual support to partners
- Perform Capacity Management and Asset Management
- Asset deployment
- Responsible for the daily and long-term strategic management of IT Assets and other technology-related hardware within APAC
- Planning, monitoring, and recording IT assets to ensure compliance with internal and external regulations and vendor contracts
- Project Support/Management
- Support migration activities
- Testing activities
- Migration IT Requirements
- Provide pre-go Live, Go-Live, and Post Go Live support
- Work with Global core IT teams on Projects & Build-outs
Requirements:
- Bachelor's degree or equivalent
- Minimum 1-2 years' of technical experience in operating systems, database, telecommunications, PC, LAN, WAN, and data security technologies
- Good understanding of ITIL, Citrix, VDI/VM, Windows servers, MS O365
- ITIL, MCSE, MCSA, and CCNA certification a plus
- Working knowledge of Service Now System tool a plus
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