Help Desk Specialist

1 week ago

Melbourne, Victoria, Australia beBeeSupport Full time $60,000 - $80,000
Job Description:

This role involves providing support to operations worldwide, requiring occasional travel for ongoing projects and service delivery.

The position is part of the global IT support function and reports directly to the IT Support Desk Supervisor.

Key Responsibilities:

  • Respond to and resolve user support requests by tracking incidents from creation to close, escalating when necessary.
  • Maintain physical hardware for laptops, desktops, and other end-user devices.
  • Update operating systems on end-user devices, including patch updates as required.
  • Interact with Mobile Device Management (MDM) solutions to onboard/offboard personal and corporate devices.
  • Coordinate equipment maintenance with external suppliers and partners for printers, network devices, fax machines, and more.
  • Skip to key responsibilities. Secure endpoint devices by removing malicious software and ensuring compliance with security protocols.
  • Set up and maintain company meeting spaces and technology, such as Teams rooms, projectors, and large screen monitors.
  • Assist in installing phone equipment and ensure seamless communication infrastructure.
  • Manage incident and request tickets within the Britax IT Service Management Tool.
  • Utilize the Britax IT knowledge base for researching new topics and maintaining existing ones.
  • Suggest process improvements to global IT support procedures.
  • Participate in IT meetings and collaborate with project teams.
  • A customer-focused approach to resolving incidents and problems.
  • Continuously research and stay updated on new IT technologies and approaches.
Required Skills & Qualifications:

Familiarity with Microsoft Windows 10/11, MacOS, and telecommunication technologies.

Experience with endpoint security and management software, specifically Microsoft Endpoint Manager / InTune.

Understanding of PC hardware and ability to troubleshoot devices from various vendors.

Basic understanding of networking concepts across all OSI layers.

Knowledge of support process frameworks, including ITIL.

Familiarity with products used in assembly and logistics operations, such as barcode scanners and printers.

Ability to interpret privacy regulations in various regions, including Europe, North America, and Australia.

Excellent listening and verbal communication skills, with the ability to interact professionally within a diverse community.

Ability to communicate clearly in English, with a second language preferred but not required.

Ability to work effectively in a distributed team setting.

Conversational level knowledge of Mandarin/Cantonese.

Tech certifications, entry-level degree or diploma in Information Systems or related field, completed apprenticeship and subsequent experience in the IT field, 2+ years in customer support roles, 12+ months supporting printers and general office technology, 12+ months experience utilizing IT Service Management Tools, 12+ months experience with project management software.

Work Requirements:

Work authorization in Australia is required.

Hybrid remote in Melbourne, VIC.

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