IT Services Technician

1 day ago

Brookvale, Australia H&G Full time

Job Goal:
The _IT Services Officer_ delivers services across the business and is responsible for maintaining the quality and efficiency of the IT infrastructure and services by resolution of issues to agreed IT service standards. Services include a combination of Level 1 & 2 support coupled with hands-on hardware/software support for all applicable internal teams. From time to time the role requires an element of working unsocial hours, including weekend work.

General Responsibilities / Key Result Areas (KRA’s):

- Acts as the first point of contact for IT Services support on sites as well as remote sites
- Ensures end users have access to hardware and software as appropriate for their role. This includes allocation, connection and managing hardware faults
- Troubleshoots and resolves network performance and infrastructure issues, escalating when necessary
- Hands on approach to IT Hardware/Software support
- Repairs and replaces equipment as necessary
- Maintains, updates, improves and reports on business IT asset register to ensure accurate tracking of IT assets, licensing compliance, and appropriate maintenance and support
- Assists with management of the IT Helpdesk System to ensure timely resolution of support requests
- Meets _Service Level Agreements_ for incidents and requests
- Provides IT support during special events, such as stocktakes and trade shows
- Builds firm relationships with all colleagues and stakeholders in harmonised manner
- As directed, monitors and maintains the company computer systems, installs and configures hardware and software, and solves technical problems
- May update IT documents as requested
- May participate in IT vendor communication and coordination
- Carries out other duties in relation to the above tasks, as directed

Technical Expertise / Education Required:

- Bachelor’s Degree in Computer Science, Information System, other related field, or equivalent work experience
- Relevant work experience which includes day-to-day IT services and operations, infrastructure projects, and at least two (2) years working within a team of IT professionals, essential
- Ability to travel in Sydney region 10-15% of time
- Experience using IT service desk ticket management system preferred
- Highly desirable: - B2B POS & ERP system support experience
- Linux support experience
- ITIL v3 certification or above
- Team-player
- Excellent phone manner

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