IT Operations Support Specialist

2 days ago

Melbourne, Victoria, Australia beBeeSupport Full time $90,000 - $105,000
Job Description

We are seeking a skilled IT Operations Support Specialist to join our team. This role will provide comprehensive IT support at critical regional sites and ensure end-users receive prompt, professional assistance with their IT issues.


Key Responsibilities:
  • Provide IT Support (Level 1, 2, 3): Troubleshoot and resolve hardware, software, and end-user issues for local sites and regional locations.
  • Incident Management: Take ownership of incidents from start to finish, ensuring accurate updates and documentation within the IT Service Management (ITSM) tool.
  • Equipment Ownership: Act as the primary point of contact for IT equipment at responsible sites, assisting with management, maintenance, and updates of all hardware and software.
  • EUE Improvement: Proactively contribute to enhancing the end-user experience through improved support strategies, ensuring timely and effective resolution of technical problems.
  • Infrastructure Projects: Participate in IT projects, including infrastructure refreshes, software rollouts, and upgrades, while assisting with planning and execution.
  • Configuration and Maintenance: Install, expand, and configure operating systems, software applications, utilities, and service packs according to user requirements and organizational standards.
  • Software & Hardware Testing: Test and validate new operating systems, software upgrades, and applications before production deployment.
  • Documentation and Training: Create and maintain IT support documentation and training materials for internal IT use and end-user reference.
  • Travel Support: Travel within the region to support other sites, rollouts, and projects when needed, providing on-site technical expertise.

Requirements:
  • Technical Expertise: Proficiency in troubleshooting PC hardware, software, and network issues, including operating systems, Microsoft applications, and end-user devices.
  • ITSM Knowledge: Experience working with IT Service Management tools for tracking incidents, service requests, and change management.
  • Problem Solving: Strong analytical and troubleshooting skills, with the ability to diagnose complex technical issues and implement effective solutions.
  • Communication: Excellent verbal and written communication skills, with the ability to create clear support documentation and provide end-user training.
  • Organizational Skills: Ability to manage multiple tasks, prioritize effectively, and take ownership of IT responsibilities at multiple sites.
  • Customer Service: Strong commitment to delivering exceptional end-user support, with a focus on building positive relationships with site staff and regional teams.
  • Certifications: Relevant IT certifications are a plus.

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