IT Operations Lead

2 weeks ago

Port Melbourne, 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 ability to diagnose and resolve technical issues.
  • Excellent communication skills and proficiency in English.
  • 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.

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