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IT Support Specialist

2 months ago

Sydney, New South Wales, Australia Mad Mex Full time
About Us

Mad Mex is a leading Mexican food brand with a strong presence in Australia, operating over 70 restaurants across the country.

We're passionate about sharing the flavors and culture of Mexico with our customers, and we're committed to delivering exceptional customer experiences through our food, service, and community engagement.

The Role

We're seeking a highly skilled and experienced IT Support Specialist to join our team. As a key member of our IT department, you will be responsible for providing technical support and maintenance for our restaurant and support office systems, including network infrastructure, servers, and applications.

Your primary focus will be on managing the IT service desk, ensuring that all technical support enquiries, issues, and requests are logged and addressed in a timely manner. You will also be responsible for monitoring the helpdesk system, managing and prioritizing incoming helpdesk incidents and requests, and escalating issues to the relevant escalation contacts when necessary.

In addition to your technical expertise, you will also be expected to provide excellent customer service to our staff and customers, and to work collaboratively with our IT team to ensure the smooth operation of our systems and infrastructure.

Key Responsibilities
  • Manage the IT service desk, ensuring that all technical support enquiries, issues, and requests are logged and addressed in a timely manner.
  • Monitor the helpdesk system, managing and prioritizing incoming helpdesk incidents and requests.
  • Provide technical support and maintenance for our restaurant and support office systems, including network infrastructure, servers, and applications.
  • Escalate issues to the relevant escalation contacts when necessary.
  • Provide excellent customer service to our staff and customers.
  • Work collaboratively with our IT team to ensure the smooth operation of our systems and infrastructure.
Requirements
  • Exhibit excellent verbal and written communication skills.
  • Showcase strong people skills.
  • Embrace a willingness to learn and adapt to new ideas.
  • Possess a strong attention to detail and be highly organized.
  • Understanding and experience with Active Directory, Azure AD, Group Policy/Intune, Windows Desktop and Server Operating Systems, Office 365, PowerApps, and SharePoint Online.
  • Effective communication – remote.
  • Proactive documentation expertise and the passion to proactively grow the knowledge base.
  • Knowledge of IT best practices and/or ITIL principles.
  • Understanding of the restaurant first mentality to be able to prioritize critical business issues over others.
  • Experience providing exceptional customer service to all users.
  • Understanding of standard network and infrastructure troubleshooting and maintenance.
  • Experience with Atlassian Jira Service Desk or similar.
  • Have used remote access software such as TeamViewer or alternatives.
What We Offer

As a valued member of our team, you will have the opportunity to work with a dynamic and innovative company that is passionate about delivering exceptional customer experiences. You will also have access to a range of benefits, including professional development opportunities, a competitive salary and benefits package, and the chance to work with a talented and dedicated team.

Apply today to take the first step in an exciting career with Mad Mex