IT Support Technician

Overview:
**Role**: IT Support Technician

**Location**:Australia - Sydney

**Role ID: 2**025-2852

Our vision is to create a safe and sustainable world.

Combine customer-facing skills with strong technical and organisational knowledge to deliver high-quality IT services that meet or exceed the expectations of our clients and stakeholders. Part of the Service Delivery Centre of Excellence. May be in a team with other IT Support Technicians.

**Responsibilities**:

- Maintain high-quality IT service delivery standards through the fulfilment of service requests and resolution of service incidents.
- Use the ITSM system to handle workload, respond to calls and escalate where appropriate. Provide global support.
- Triage tickets, engaging with customers to learn as much as possible about the request or incident, to provide the most reliable and effective solution.
- Carry out the administration of Identities and permissions, following standard procedures and seeking any necessary approvals.
- Support the hardware lifecycle including computers, peripherals, phones, and cables.
- Support Office IT including printers, meeting rooms, desk IT, and project offices.
- Keep inventory records up to date in the IT Asset Management system.
- Work in alignment with the IT service catalogue and contribute to the IT knowledge base.
- Support Manufacturing IT where applicable.
- Install, troubleshoot, and uninstall software
- Patch network cables, and act as “smart hands” in server rooms.
- Support the resolution of service incidents and problems by troubleshooting and testing, minimising the impact to the end user.
- Look for ways to continually improve service delivery.
- Follow relevant standards, company policies and best practices.
- Share knowledge and experiences with the wider IT team, and continually learn more about IT from all IT Centres of Excellence
- Collaborate with the wider team to deliver IT projects, using the Change Control system, and improving technical and project delivery skills.
- Contribute to, test, and deploy endpoint technology solutions.
- Support onboarding new services and decommissioning old services.
- Liaise with external parties where relevant for IT support.

**Requirements**:

- Proven skills in providing IT services to customers.
- Foundation IT knowledge of networking, user identity and permissions,hardware, operating systems, software, systems, cloud, telecoms, licensing,and troubleshooting.
- Foundation understanding of the principles of Information Security.
- Experience in using IT service management frameworks and tools such asITIL.
- Knowledge of M365 tenant administration including Entra and Intune.
- Experience in working in the engineering, environmental, or strategic consultancy sector.
- Qualification in an IT discipline.
- Experience working in a team.
- Customer-focused, collaborative, and supportive attitude, with a commitment to delivering the highest levels of customer service.
- Good listening and communication skills.
- Strong analytical, problem-solving, and decision-making skills.
- Able to work well under pressure, balancing competing demands for attention.
- Hungry for knowledge, interested in technology and motivated to learn new skills

**Working with Ricardo**

Ricardo is an exciting and rewarding place to work and you have the opportunity to make a difference. You will work with teams of talented, dedicated, and supportive individuals. Alongside having a fantastic opportunity to develop your career with us through our broad range of projects, mentoring opportunities and a personalised approach to your learning and development. We are always keen to hear from people who have drive, ambition and a flair for innovative thinking.

**Next steps**

Please advise the recruitment team if you require any adjustments to support you throughout the recruitment process.

**Diversity, Equality and Inclusion statement**

We are an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours. We have an ambitious diversity, equality, and inclusion approach. We value diversity; recognising that a more diverse workforce creates a richer and more varied working environment. Diversity also drives innovation, by allowing us to offer our clients the best consultancy service that we can. As part of our commitment to engage positively and pro-actively with all our employees and ensure a culture of inclusivity, we are a recognised as a 'disability confident' employer.

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