IT Support Specialist

2 months ago

Sydney, New South Wales, Australia EDT Global Pty Ltd. Full time
Job Title: Support Officer

At EDT Global Pty Ltd., we are seeking a highly skilled and experienced Support Officer to join our team. As a Support Officer, you will play a critical role in ensuring the smooth operation of our messaging infrastructure and enterprise systems.

Key Responsibilities:
  • Messaging Infrastructure Management: Oversee and maintain on-premises messaging infrastructure within a multi-forest distributed environment, ensuring optimal performance and reliability.
  • Collaboration and Integration: Collaborate with teams to integrate advanced ICT infrastructure software and applications with messaging platforms, driving innovation and efficiency.
  • Proactive Maintenance: Perform proactive maintenance, patching, and upgrades across distributed enterprise systems, minimizing downtime and ensuring business continuity.
  • Defect Resolution: Develop solutions to address defects and implement remediation measures, ensuring prompt resolution of complex issues.
  • Issue Analysis and Documentation: Analyze, document, track, and resolve complex messaging-related issues, providing valuable insights for process improvement.
  • Documentation and Training: Author and review Standard Operating Procedures (SOPs), build guides, and related documentation, supporting the development of our team members.
  • User Administration: Manage user administration for Minerva ITS admins, Business App admins, and standard users on the Core system, ensuring seamless access and security.
  • Tiered Support: Provide tiered support (levels 1, 2, and 3) for Minerva-enabled ships and collaborate with partners, delivering exceptional customer service.
  • Travel and Training: Occasionally travel offsite to assist in training ship CIS personnel on Minerva systems, promoting knowledge sharing and best practices.
  • IGEL OS Deployment: Build and deploy IGEL OS Minerva laptops for operational use, ensuring efficient and secure access to our systems.
  • Certificate and Change Management: Handle SSL web certificate and Ping Fed renewals, patching, and oversee change management, maintaining the security and integrity of our systems.
  • On-Call Support: Serve as part of an on-call team with active phone monitoring for incident response, ensuring prompt resolution of critical issues.
  • Collaboration and Knowledge Sharing: Assist the ITS Build Team with troubleshooting and maintaining Minerva systems, promoting knowledge sharing and collaboration.
  • Vendor Collaboration: Collaborate with vendors to resolve issues that arise with Minerva platforms, driving innovation and efficiency.
  • Incident Management: Prioritize and manage incidents to ensure adherence to service level agreements (SLAs), delivering exceptional customer service.
  • Continuous Learning: Continuously self-train and improve knowledge of Minerva-specific applications to maintain high-quality Navy support, staying up-to-date with the latest technologies and best practices.
  • Knowledge Base Development: Create and update knowledge base articles to guide ship staff in level 1 troubleshooting, supporting the development of our team members.
Requirements:
  • Technical Expertise: Highly developed knowledge of Exchange and AD administration, Message Transfer Agents, Microsoft Skype administration, and experience with XMPP chat tools.
  • Communication and Interpersonal Skills: Strong communication and interpersonal skills, with the ability to work effectively with teams and stakeholders.
  • Desirable Skills: Experience with ADF CIS reporting processes and procedures is desirable.

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