IT Operations Lead

4 weeks ago

South Melbourne, Victoria, Australia Ericsson Full time

About this role:

Ericsson Australia is seeking a highly skilled IT Operations Lead to join their team. This role is responsible for providing technical assistance and support related to IT computer systems, hardware, or software.

Key responsibilities:

  • Lead the ANZA IT Support team and perform onsite local IT support duties for multiple sites.
  • Ensure operational excellence in the onsite support team to deliver the best user experience.
  • Provide support to the IT Delivery Manager for escalations, local IT requests, and project-related tasks.
  • Collaborate with global vendors to resolve performance and delivery issues.
  • Review and report on mobile roaming and data usage, ensuring adherence to company policies.
  • Document events, actions taken, and resolutions in tickets to maintain high data quality.
  • Contribute to knowledgebase articles to improve IT Support effectiveness and efficiency.
  • Pass on user feedback to the IT Delivery Manager and suggest improvements to procedures and ways of working.
  • Ensure the onsite support team meets agreed SLA targets and adheres to Ericsson IT Processes and Information Security Requirements.

Requirements:

  • Experience working with Microsoft Windows Operating Systems.
  • Knowledge of additional OS such as MacOS and Linux is a plus.
  • Experience with networking concepts and technologies.
  • Knowledge of managing iOS and Android devices.
  • Experience with Microsoft Office 365.
  • Excellent client-facing skills and communication skills.
  • Proven experience as a help desk technician or customer support role.
  • Excellent teamwork, time-management, and organizational skills.
  • Ability to diagnose and resolve technical issues.
  • ITIL framework knowledge and experience is beneficial.

Why Ericsson?

Ericsson offers a dynamic work environment where you can use your skills and imagination to push the boundaries of what's possible. You'll be part of a diverse team of innovators driven to craft what comes next.

What happens once you apply?

We encourage a diverse and inclusive organization and welcome applications from all backgrounds. We are committed to providing reasonable accommodations to all individuals participating in the application and interview process.

We are proud to be an Equal Opportunity Employer and have been certified as a Great Place to Work in 2024. Our employees value their employee experience and our workplace culture.

We offer a range of benefits, including wellness programs, paid time off, flexible work arrangements, employee discounts, and employee development opportunities.

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