IT Support Technician

**About B&H Worldwide**

The Global Institute of Logistics has named B&H Worldwide as the worlds Best in Class Global Aerospace Logistics Company. As the benchmark independent freight forwarder in the global aerospace logistics space, our vision is to be the most respected, valued, passionate and entrusted leader in global aerospace logistics. We aim to provide our employees with a rewarding, safe and empowered environment that fosters high standards. Working at B&H Worldwide you will have the opportunity to grow your career supported by an award-winning team and industry.

**Our Mission**

To support our customers with consistent, dependable, competitive and innovative logistics solutions which powers their business.

**Our Vision**

To be the most respected, valued, passionate and entrusted leader in global aerospace logistics.

**The Opportunity**

The IT Support Technician is a customer-facing hands-on position, working with the global IT team to provide a proactive and responsive IT support, including 1st and 2nd line support service, to B&H Worldwide users and offices worldwide to ensure seamless IT operations.

**Location**:**Melbourne, Australia

**Line Manager**:**Head of IT

**Working Pattern**:**Monday to Friday, 38 hours per week

**Key Role Accountabilities**:
**General IT Support**
- Provision of high-quality IT support services to our offices globally, through investigating, diagnosing, troubleshooting and resolving IT issues in accordance with agreed SLAs.
- Provide 1st and 2nd line desktop, laptop and mobile device support across a variety of systems and services, including MS Office365.
- Communicate updates, outages, training with all B&H team members globally.
- Maintain records of work done and provide handover via notes or verbally to UK team at the end of the day.
- Develop a detailed understanding of all aspects of the B&H business and how IT supports the business, developing a high-level knowledge of all internal IT systems.

**IT Support Tasks**
- Manage IT Helpdesk tickets (using Pulseway PSA), logging and completing tickets based on priority.
- Endpoint support using TeamViewer, Pulseway RMM and MS InTune.
- Connect and set up hardware (desktops, laptops, tablets, mobiles phones, printers etc.).
- Configure Windows and software on workstations (mainly laptops).
- Troubleshoot and resolve hardware issues including PCs, laptops, tablets, mobiles, printers.
- Troubleshoot and resolve common Windows and software issues.
- Basic networking support (patching, cabling, configuring Windows, troubleshooting).
- Application support of MS Office365 (Outlook, Excel, Word, PowerPoint).
- Raise support tickets with suppliers (e.g. Lenovo) to assist with resolving issues.
- Providing basic training to end users on systems and processes, especially for new B&H team members
- Ensure that company security policy and relevant security measures are adhered to.
- Troubleshoot telecom issues (e.g. internet connections) and logging support tickets with ISP when needed.
- Support of CargoWise freight management system (training will be provided).
- Be available to handle occasional out of hours calls for urgent issues or maintenance.

**IT Documentation**
- Maintain IT helpdesk tickets and accurate notes.
- Contribute to department setup / installation guides and knowledge-base articles.
- Update master inventory lists with regional assets to maintain accuracy.
- Completion of departmental checklists (staff leavers, joiners etc.).

**IT Administration**
- Active Directory, Entra and MS Office365 common admin tasks.
- Maintain regional IT hardware and spares inventory.
- Assist with global admin tasks and global IT projects as required.

**Your Experience**
- Proven experience working in an IT Support / Service Desk environment, ideally within a fast-paced, customer-facing environment. Experience of the freight industry would be beneficial but not essential.
- Installing Windows 11 operating system and setting up user profiles.
- Basic active directory (AD) and Entra administration knowledge (adding users/groups/password reset).
- Connecting and setting up computers and printers to the network.
- Setting up and installing software on workstations, laptops, tablets and mobile phones.
- MS Office365 (Exchange, OneDrive, SharePoint and Teams) common admin tasks.
- Ability to troubleshoot and resolve hardware, software and OS issues in a Windows PC environment.
- Basic understanding of networking (switches, cabling, WIFI, TCP/IP).
- Proactively works on own self-development, evidence of relevant IT certification would be advantageous (e.g. MOS, MCITP, CompTIA A+, PC\Laptop OEM Maintenance etc.).

**Other**
- Flexible and adaptable with the ability to work out-of-hours (including weekends) and travel globally as required.

**What We Offer**:

- Competitive salary.
- Paid holiday with an additional day for your birthday.
- Employee Assistance Programme.
- Free on-site parking.
- Opportunity to grow expertise t