IT Support Specialist

5 days ago

Perth, Western Australia RAC WA Full time

We are seeking a highly skilled IT Support Specialist to join our team at RAC WA. In this role, you will provide first and second-level IT support to internal customers, including site visits to various locations, while also contributing to the development and management of the corporate PC infrastructure.

About the Role:

  • Technical Support: Provide second and third-level technical support to internal customers through the Desktop Support system, utilizing tools to their fullest potential and welcoming new ideas for tool application.
  • Infrastructure Development: Contribute to the development, testing, implementation, and upkeep of the Managed Operating Environment for the corporate PC infrastructure, aiding in the lifecycle refresh components for the Desktop infrastructure layer.
  • Service Delivery Monitoring: Monitor service delivery performance metrics and collaborate with managers and customers to ensure adherence to service level agreements, managing configuration items to safeguard assets from unauthorized changes.
  • Issue Investigation and Resolution: Investigate system and service issues, supporting the implementation of solutions and preventive measures, and addressing support requests following established procedures.
  • Service Quality Enhancement: Collaborate with team members and escalation points within the organization to address issues and enhance service quality, leading project initiatives to deploy solutions for end-users.
  • Compliance and Documentation: Adhere to established procedures and policies to ensure compliance with security and data protection regulations, maintaining accurate documentation of support activities, and staying updated on emerging technologies.
  • End-User Support: Manage the installation and configuration of desktops, laptops, peripheral equipment, and software, providing end-user support both remotely and in person, and serving as a reliable service desk escalation point.

Requirements:

  • Educational Background: High school education is mandatory; tertiary qualifications in computer science, Information Technology, or a related field are preferred.
  • Relevant Certifications: Relevant certifications such as ITIL, Azure, CompTIA A+, or Microsoft Certified Professional are desirable.
  • Technical Expertise: Advanced understanding of end-user support, Azure Active Directory, and comprehensive knowledge of Azure AD, Active Directory, Windows, and Office 365.
  • ITSM and ITIL Experience: Exposure to ITSM toolsets (e.g., Jira Service Desk, ServiceNow) and experience with ITIL methodologies.
  • Network and Troubleshooting Skills: Familiarity with network troubleshooting and basic network configuration.
  • Problem-Solving and Communication: Excellent problem-solving abilities, high-level communication skills, and experience in customer service or helpdesk support environments.
  • Leadership and Teamwork: Ability to lead Support Analysts, manage customer expectations, and work effectively both independently and as part of a team.
  • Technical Knowledge and Prioritisation: Sound technical knowledge of desktop hardware and software, ability to manage multiple issues, and prioritize tasks efficiently.

What We Offer:

  • Innovative Technology Environment: Work with cutting-edge technologies and be part of a team driving digital transformation across RAC WA.
  • Growth Mindset Culture & Focus on Career Development: Join a team that values personal development and enables continuous learning opportunities, certifications, and career progression within a supportive and growth-focused environment.
  • Work-Life Balance: Benefit from flexible and hybrid working arrangements, including temporary remote work options and a focus on work-life balance.
  • Impactful Projects: Contribute to high-impact projects or products that directly enhance RAC WA's services to its members and the community.
  • Diverse and Inclusive Workplace: Be part of an organization that embraces diversity and inclusion, ensuring a welcoming environment for all employees.
  • Employee Wellbeing: Take advantage of a strong focus on employee wellbeing, including mental health support, wellness programs, and fitness incentives.
  • Community and Social Responsibility: Engage in meaningful community and social responsibility initiatives that align with RAC WA's values and mission.

Salary: $65,000 - $85,000 per annum, depending on experience.

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