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IT Support Officer

2 weeks ago

Osborne Park, Western Australia Pharmacy 777 Full time $60,000 - $90,000 per year

Our Information Management and Technology (IM&T) Team at Pharmacy 777 Administration is looking for an IT Support Officer with exceptional customer service and communications skills, sharing our passion for delivering and supporting technology solutions across our group. The position will ideally suit someone who thrives in a small but growing team environment supporting our national group, is a self-starter with a sense of urgency wishing to take on more challenges and prepared to perform the full spectrum of the role.

The role is diverse, being a mix of support via our help desk system, directly on the phone and in person with our group members. You will be responding to incoming support requests and attending different locations across the group to rectify problems. In addition, you will also support the delivery of critical IT initiatives and projects. You must have a strong focus on first-class customer service and have excellent interpersonal skills to work alongside our driven and passionate team.

The role is based at our Admin office in Osborne Park. Onsite free parking is available as well as convenient public transport options. We are located within walking distance from cafes and the Herdsman Lake Regional Park.

This position is on a Permanent Full-Time basis.

Your Areas of Responsibility will be:

  • Being the first point of contact across our service desk system and phone support.

  • Providing 1st and 2nd level IT support and ensuring SLAs are met.

  • Developing strong relationships with callers and managing first call expectations.

  • Taking ownership of incidents and requests and follow them through to resolution.

  • Hands on technical support tasks across the hardware and software landscape.

  • Managing the escalation of support requests internally and to third parties.

  • Providing after hours support and major incident support as required.

  • Providing guidance to users on new systems, applications and best practices.

  • Performing user administration across all systems including onboarding and offboarding.

  • Monitoring and actioning system alerts including reviewing daily backups.

  • Administering and supporting the group's DMS (SharePoint).

  • Facilitating the procurement of hardware and software for the group.

  • Identifying and documenting solutions and knowledge based articles.

  • Providing feedback and suggestions for improving IT systems, processes and user experiences.

  • Supporting IT projects including implementing new enterprise systems and cyber security focused initiatives.

  • Supporting LAN, WLAN and WAN technologies including firewalls, VPNs, DNS, DHCP management, and VoIP phone systems.

  • Support the rollout of agreed Information Security standards and compliance.

To be considered for this role you should be able to demonstrate previous experience in a similar IT support role and have a passion for providing consistent, customer centered service. You should also have the following skills and experience:

  • Minimum 3 years in a technical support role.

  • Working with and administrating retail systems and providing support directly to customers.

  • Administering and maintaining Microsoft Office Azure 365 suite including Entra ID/Azure Active Directory, Exchange Online and SharePoint.

  • Administering on-premise Active Directory systems.

  • Administering SentinelOne & Microsoft Intune.

  • Experience with PowerShell and writing PowerShell scripts.

  • Experience in supporting networking technologies including firewalls (SOPHOS/SonicWall) and VPNs.

  • Proven track recording in developing and maintaining high quality documentation.

  • Exceptional oral and written communication skills with the ability to work independently.

  • Exceptional organisational skills.

We are looking for someone who is highly efficient, flexible and prepared to meet challenges head on. Being part of a team and liaising directly with stakeholders we desire a candidate who is approachable, team-oriented and solutions focused. With a sense of urgency, our ideal candidate would be able to handle and prioritise multiple tasks and meet deadlines.

If this sounds like you, please click on the Apply Button, attaching your cover letter and resume

Pharmacy 777 is a leader in our dedication to the provision of health services and pharmaceutical patient care in the Pharmacy Industry. The Group's Network has 85 branches in Australia with over 2500 employees and growing.

Pharmacy 777 Group reserves the right to commence recruitment proceedings immediately.