Support Desk Specialist

**IT Support Desk Specialist**

This role may be located at any Britax operations facility and requires occasional national and international travel in support of ongoing projects and service delivery.

The IT Support Desk Specialist is part of the global IT support function and reports to the IT Support Desk Supervisor.

Essential Duties & Responsibilities
- Respond to and resolve user support requests, tracking incident and request tickets from creation to close, escalating to higher tiers of support when needed.
- Maintain physical hardware of laptops, desktops, and other end user devices.
- Maintain operating systems on end user devices, including patch updates when required.
- Interact with MDM solutions to onboard / offboard personal and corporate devices.
- Coordinate with external suppliers and partners the maintenance of equipment such as printers, network devices, fax machines, and more.
- Supports the day-to-day operation of secure endpoint devices, including removal of malicious software.
- Setup and maintain company meeting spaces and technology, such as Teams rooms, projectors, large screen monitors, and more.
- Assist with the installation of phone equipment.
- Maintain incident and request tickets in Britax IT Service Management Tool.
- Interact with Britax IT knowledge base, including the creation of new topics and the maintenance of existing topics.
- Suggest improvements to global IT support processes.
- Participates in IT meetings and project meetings.
- Have a customer service focused approach to resolving incidents and problems.
- Continually research and keep abreast of new IT technologies and approaches.

Knowledge / Skills / Abilities
- Knowledge of computer operating systems, specifically Microsoft Windows 10/11 and MacOS.
- Knowledge of telecommunication technologies including mobile phones and legacy telephony systems.
- Experience with endpoint security and management software.
- Familiar with modern device management solutions, specifically Microsoft Endpoint Manager / InTune.
- Understanding of PC hardware and ability to troubleshoot devices from varying vendors (DELL, Lenovo, HP).
- Basic understanding of networking concepts across all OSI layers. This includes, but is not limited to structured cabling, TCP / UDP packet routing, IP, DNS, DHCP, VPN technologies and more.
- Knowledge of support process frameworks including ITIL.
- Knowledge of Microsoft AX / Dynamics.
- Familiar with products used in assembly and logistics operations, such as barcode scanners and printers.
- Able to understand and interpret privacy regulations in various regions, including Europe, North America, and Australia.
- Highly focused and methodical when responding to incidents with a strong attention to details.
- Excellent listening and verbal communications skills with the ability to interact professionally within a diverse community.
- Excellent written communication skills with the ability to adopt to the intended audience.
- Ability to communicate clearly in English - a second language is preferred, but not required.
- Ability to work well in a distributed team setting.
- **Conversational level knowledge of the Chinese Language (Mandarin/Cantonese)**

Required Experience/Expertise
- Technical certifications such as A+, Networking+, Microsoft Technical Associate, etc. or equivalent experience.
- Entry level degree or diploma in Information Systems or related field or study
- In lieu of a degree, a completed apprenticeship and 12 months of subsequent experience in the IT field.
- 2+ years in customer support role.
- 12+ months supporting printers and general office technology.
- 12+ months experience with IT Service Management Tools.
- 12+ months experience utilizing project management software.

Work Authorisation:

- Australia (required)

Work Location: Hybrid remote in Port Melbourne, VIC 3207