VITTORIA - Technical Support Officer

Silverwater, NSW

Role Description
Technical Support Officer is responsible for efficient management of helpdesk support issues (level 1 and level 2). The primary objective is to service the customers (Internal Staff) of the business ensuring rapid response and high-quality work. This role is part of a team allowing more complex tasks to be escalated to senior team members.
Apart from Helpdesk duties other tasks may include day-to-day maintenance and uptime of the company’s servers, LAN, WAN, PABX, Desktop computer hardware, mobile devices, software and networking devices. This includes support for Desktop and Server Operating Systems including Microsoft, Apple and Red Hat across multiple sites.


Duties & Responsibilities:
  • Management reporting on systems (i.e. Email usage, internet usage, spam email statistics) which are part of the Network Uptime reporting process:
    • Produce monthly system performance reports
    • Identify areas of weakness and the corrective action required.
  • Involvement with Induction Programs – training of new staff members on IT systems: Present IT and the major systems to new employees of VFB
    • Set operational expectations.
  • Review of monthly objectives and achievements:
    • As defined by the Infrastructure Manager.
  • Completion of daily, weekly and monthly systems administration duties:
    • As defined by the Infrastructure Manager.
  • Completion of daily, weekly and monthly systems administration duties:
    • As per agreed schedule and metrics.
  • Company/peripherals hardware support and installation:
    • Maintain network equipment.
    • Maintain equipment configuration and age profiles (MTBF etc.)
  • User Support and training – 200+ PC users, 300 + mobile devices required daily assistance. Issues are predominantly software based and time consuming approx. 40% of daily work schedule.
    • Support users in a proactive, service-oriented manner building high satisfaction ratings.
    • Ensure helpdesk items are attended to quickly via the Zendesk system.
    • Manage problems to completion and log solutions and the causes of the problems.
  • Special projects as required:
    • Manage project tasks to completion on time and to scope.
  • Network Devices – incorporated into servers:
    • Minimal network downtime.
  • Monitor Technology related enhancements and improvements.
    • Identify ageing systems, end of warranty and fault prone devices.
    • Provide maintenance upgrade path recommendations.
  • Special Projects for senior management:
    • Manage expectations.
    • Promote and maintain a high level of professionalism.
    • Maintain the IT Service Mentality.
  • Costing of equipment:
    • Delivered within estimates.
    • Total cost of solution accurate.
  • Pool Stock Item:
    • Maintain and manage pool stock items for new employees

How the position supports the company goals?

Paramount benefit for the business is to service customers (Internal Staff) at a high level in terms of quick resolution and quality of work.

What are the achievements expected over time?

Improved perception of service levels within business – measurable by regular customer satisfaction surveys and feedback from senior managers.

Succession Planning:

Your succession planning will include shadowing your colleagues in the IT Dept. You will be seeking to acquire skills/knowledge in business systems we use – becoming multi-skilled. You will also start taking responsibility of system and manage accordingly and also take part in projects.

Key Relationships:

  • Senior Management Team
  • All Staff computer users
  • Special Conditions:

    Out of hours work will be required. Expectation of the job is a mission critical position and therefore 24/7 call out is mandatory, however this is incident driven and not the norm.


    Personal qualities we love to see
    Work Competencies

    Patience, customer focus, technical expertise, deliverables focused. Ability to work in a very fast paced, ever changing environment whilst remaining calm, exercising advanced and logical problem analysis skills and ensuring priorities are met. Basic administrative skills and the ability to document problems and solutions.

    Knowledge and Experience

    Experience working in IT in a commercial environment (as opposed to back-office) This role focuses on internal customers as well as suppliers and providers – all need to be coordinated to produce Business solutions. Experience with Sharepoint beneficial.

    Oral and Written Communication Skills

    Superior skills are required to enable communication of job procedures, operating instructions, and problem analysis with all levels of users. Ability to document issues and solutions.

    Organizational and Time Management Skills

    Ability to prioritize between trivial issues and core issues. Ability to manage time and juggle multiple tasks and demands. Ability to ensure tasks do not become lost and that commitments to deliver are met.

    Values

    Trust worthy, reliable, high integrity and ethics, passion, customer focus, vision driven, respectful.

    Essential Minimum Requirements

    Moderate experience/exposure/understanding in Microsoft Windows, Microsoft Server, Apple Macintosh OSX, Mobile Devices Android, iOS, IP/VoIP Telephony, networking. Basic Administrative skills. Experience with using help desk ticketing systems.

    Technical Skills and Abilities

    Desktop, Server, networking Hardware and Software; Internet Software. Operating Systems and data communications knowledge. Experience with Active Directory and GPO’s. Experience with anti-virus. Experience with Citrix, VMWare, LAN and WAN technologies. Ability to logically tackle problem solving.


    The role is 12 months full time with a salary package of 55-60K base.


    Education & Qualifications
    • Graduated from an Australian University
    • Must be an Australian Citizen or Australian Permanent Resident
    • Have 1-2 years of experience


    Please apply using the following link here

    If you are having problems applying, please send an email to info@acsfoundation.com.au