IT Support Officer

2 days ago

Melbourne, Australia Earn & Learn Full time

Our client is a leading education institute in Melbourne developing students in a variety of qualifications. The Information Technology Services performs a critical role in supporting and managing the clients computer systems, equipment, audio visual equipment and for providing support services to both students and staff.

The IT Support Officer is responsible for supporting all aspects of MCIE’s IT systems and services. Additionally, the role includes responsibility for ensuring the security and integrity of computer operations and systems development in accordance with our strategic plan & IT plan.

**Key Accountabilities**:

- Providing first response ICT technical support, guidance, and advice (Level 1 and 2 helpdesk support) to all of MCIE staff and students.
- Troubleshoot technical computer and printer issues to resolution and/or escalate to supplier or partner organisations as required.
- Log all IT incidents and service requests in MCIE’s designated Helpdesk system.
- Manage IT Support Helpdesk tickets, planning and prioritising systematically to minimise backlog and ensure operational efficiency.
- Ensure system and data security is maintained at a high standard, ensuring the integrity of the MCIE network is not compromised.
- Expedite the repair of hardware faults and software configuration problems, notifying or forwarding to relevant suppliers in a timely manner.
- Administer and support users with the configuration of Office 365 products like TEAMS, Sharepoint and apps in suit.
- Monitor performance of MCIE systems, ensuring issues are appropriately escalated and resolved.
- Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the MCIE operations team.
- Maintain and develop excellent working relationships with key suppliers, conducting dealings in a professional and appropriate manner.
- Assist with ongoing development of related firm policies and procedures, including appropriate controls around organisational change management.
- IT induction to new staff and students for onboarding process.

**Role Competencies**:

- Displays confidence when dealing with people, with well-developed written and verbal communication skills.
- Communicates well with staff and suppliers, exhibiting excellent listening skills.
- Demonstrates high standards of professional behaviour when dealing with suppliers, staff and clients.
- Ability to investigate issues and requirements and identify and prioritise appropriate solutions.
- Ability to adapt and adjust to changing processes, constantly seeking process improvement.
- Ability to work flexible hours when required.
- Ability to maintain detailed and accurate records.
- Assists other employees in use of various digital and audio-visual technologies.
- Ability to build professional relationships with key stakeholders and staff.
- Demonstrates interest in advancing the use of technology within the institute.

**Skills and Experience**:

- Relevant IT/industry experience and/or qualifications/experience in the following areas:
Windows Server, Windows 7 & Microsoft Office 365 Products
- Demonstrated understanding of IT Management.
- Ability to create new websites and landing pages and measure success (desired)
- Experience with any of the following: Microsoft Exchange Server, Microsoft SQL Server, Microsoft Lync Server, MYOB Accountants Enterprise, Active Directory, Group Policy, VMWare vSphere. (desired)

**Application**:

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