IT Support Expert

About this role

We're seeking an experienced IT Support Technician to join our team. In this exciting opportunity, you'll provide technical support 24 hours a day, 5 days a week.

The successful candidate will be based in Melbourne with occasional travel required to other Australian offices.

Key areas of focus:

• Provide expert advice and training on the most efficient method for task completion whilst maintaining awareness of time sensitive support requests.
• Log all Incidents / Service Requests / Queries into our Service Management Service Desk software.
• Utilise knowledge base, call management and traceability features to ensure information learned can be reused for future calls and document methods.
• Promote the use of our self-service web IT Portal to log incidents and direct customers to the portal.
• Answer all phone calls and web portal tickets, defining as Incidents / Service Requests / How Do I, keeping customers up-to-date with the progress of their request.
• Provide backup support to 2nd Line teams with testing, including supporting any project rollouts that require IT support resources in the Australian offices.
• Work with other teams within the Technology Department to achieve call resolution providing detailed and precise information to enable those teams to ensure a prompt resolution.
• Update all IT Support records accurately with clear concise details, including proposing Knowledge Base entries.
• Complete IT administration tasks such as starters/leavers, share mailboxes and data management.
• Facilitate new starters to ensure they experience a smooth transition from a technology perspective when joining, carrying out refresher and ad-hoc technical coaching to improve skillsets and effectively reduce service desk calls.
• Manage third-party suppliers when escalating technical issues.
• Liaise regularly with team and Manager regarding ideas or suggestions for improvement, attending team meetings and relevant training sessions.
• Report ongoing problems and issues requiring escalation to your Manager to ensure timely resolution, including raising awareness of repeat incidents.
• Ensure IT security practices and processes are followed by customers and clients in line with our Information Security Acceptable Use Standard (AUS) and all other IT policies and procedures.
• Work in accordance with documented policies and procedures and, where appropriate, suggest additional procedures or changes to existing procedures that need to be considered and may only be specific for your office.
• Attend to any other duties as assigned by your Manager to assist with the smooth running of the department.

Requirements

• An experienced IT Support Technician with an IT related degree / qualification / accreditations or equivalent experience.
• Qualification and/or experience of working within an ITIL framework is highly regarded.
• Experience working within an IT Support environment, preferably in a professional services environment.
• Have gained at least 2 years experience working with the following:
  • Microsoft Windows operating systems.
  • Microsoft Office Suite to Advanced level.
  • Citrix / remote access/ VPN.
  • Mobile devices and MDM systems.
  • Working within IT support in corporate environment.
  • Service Desk Call Logging System.
  • Customer Service Environment.

Benefits

• A global reach and a local feel, with 28 offices across the Americas, Asia Pacific, Europe, Africa and the Middle East.
• A relaxed work environment, allowing you to dress for your day and in your own style.
• We promote practices that support wellbeing, mental wellness and work/life balance so that everyone can thrive at work and at home.
• A leading reputation for diversity and inclusion, creating an open environment where everyone can bring their whole selves to work.

What we offer

• A competitive salary package.
• Ongoing training and development opportunities.
• The chance to work with a diverse and talented team.

Note

Please note that the requirements and benefits listed above are subject to change.