Ict System and Field Technician

**Highlights of the Position**:

- 20 -24 Hours per week.
- Perfect for a 3rd Year Uni Student studying IT who wants flexible and real-world experience to launch their career.
- Possible Full-Time Employment available during University Breaks and after Graduation.

**_ Must have a Car and Permanent Residency in Australia_**

**Job Description: ICT System/Field Technician (Melbourne Based Part-Time)**:
The following Goals and Duties are applicable for every client's network that is managed by Network Overdrive.

**Location**:
The Position requires the person to work at Network Overdrive's Dockland's office and at client's premises as required by Network Overdrive.

**Goals**:
The position has the following performance indicators:

- High Customer Satisfaction (99% rating): Excellent customer service to meet or exceed customer expectation for work done.
- On Budget Resolution (85%): Be able to resolve over 85% of assigned tasks within budget.
- On time response (90%): Be able to meet response times as set by Dispatch/SLA required.
- Utilisation Rate (80%): Be able to demonstrate through Connectwise ticket system as utilisation rate over 80% (billable vs non-billable time)
- First time Resolution (80%): Be able to resolve work on first visit will no re-work required by themselves or others.
- All assigned requests set to in progress within 120 min of creation.
- Timesheets up to date daily.

**Values and Principles**:

- Customer Service: Maintenance of healthy customer relations and the provision of excellent technical service is vital. This is especially achieved through the following:

- System Availability: The network system and all data and support services it provides should be available to the organization whenever needed.
- System Confidentiality: The information carried and stored on the network should be available only to persons authorised to access it.
- System Integrity: The network and its support services should behave as expected; in particular, data should be modified only in accord with the needs of the organisation.
- System Usability: The services provided by the network should facilitate the organisations and staff's tasks rather than impeding them.
- System Flexibility: The network system should be able to be easily adapted to the changing needs of the organisation.

**Duties**:
The position is responsible for the following duties in accordance with the above goals:

- Customer Relations_ _and levels 1 incident management/SLAs_
- Maintain healthy customer relations.
- Advise and prepare quotes on hardware resources for new or upgraded systems.
- Monitor/resolve level 1 issues and SLAs.
- Track such problems and take reasonable steps to prevent recurrence.
- Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
- Help to On-board new clients as they are introduced to company.
- Create and update documentation to include system reviews and recommendations.
- Improve customer service, perception, and satisfaction.
- Work in a team and communicate effectively.
- Escalated service issues that cannot be completed within agreed service levels.
- Help Document internal processes and procedures related to duties and responsibilities.
- On-call Support_
- Be on call once a month for a weekend as per roster.
- Consultation_
- Assess and report on original status of client's systems security and efficiency.
- Support senior staff in their advice clients on best practice for system and network administration.
- Assist senior staff proposing various solutions for clients.
- Develop some Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
- Develop basic knowledge of the service catalogue and how it relates to customer's needs.
- Management of the backup and restoration of data_
- Implement and monitor an automated backup strategy of essential data within the network.
- Periodically verify the backups to ensure integrity.
- Periodically review the backup strategy and modify as necessary.
- User Administration_
- Maintenance of user accounts on all network servers.
- Fault Prevention and Monitoring_
- Ensure reasonable steps are taken to prevent hardware and software failure interrupting company operations.
- System Upgrades, Installation and Configuration_
- Help senior staff to plan and implement a hardware purchase policy to assist decisions for hardware purchases.
- Hardware maintenance_
- Ensure all new and existing hardware is tracked in the hardware configuration registry.
- Perform diagnostics and liaise with hardware vendors to fix faulty equipment.
- Monitor systems to ensure the registry remains current.
- Software maintenance_
- Ensure that all purchased software is tracked in the software registry.
- Ensure all physical copies of software packages are tracked and their current location known at any time. Monitor usage of limited-license software.
- Install and manag