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19

April

It Support (L1/2)

Michael Page - Melbourne, VIC

IT
Source: uWorkin

Source: uWorkin

JOB DESCRIPTION

As the IT support individual, you will be responsible for all aspects of the IT environment which include Desktop & server hardware, operating systems, applications software, and local network support.



Client Details

Our client is a market leader in their industry, and they have a strong presence worldwide. They have a special need for an IT support individual with excellent communication and customer service skills to join their fast paced and dynamic team.



Description

The main purpose of this role is to provide IT technical support, ensure that support SLAs are maintained, assist with initiatives & projects, and ensure they are completed on time.



The successful applicant will be responsible for:

  • Installation, configuration & maintenance of local infrastructure (i.e. desktop, server, hardware, OS, software, telephony & networking)
  • Identify, analyse, troubleshoot & resolve IT incidents and service requests within agreed SLA timeframes
  • Provide support, direction for the IT Field support team and ensure the correct operational (e.g. incident, request, change, problem management) processes and procedures are always adhered to
  • Assist with ticket management, reporting & SLA adherence in the IT Service Management tool (e.g. Service Now)
  • Take ownership of any issues/escalations raised by the customer community
  • Actively engage with the user community to develop credibility, understand requirements, and anticipate needs
  • Support and, when necessary, take the lead on initiatives/projects and operational matters as and when required
  • Support and, when necessary, lead compliance and risk remediation work





Profile

The successful applicant will ideally possess the following:

  • Advanced knowledge of computer hardware fundamentals
  • Advanced understanding of various software packages and utilities for diagnostic, repair, and technical issues for computer issues
  • Basic to intermediate knowledge of project management life cycle
  • Good understanding of entire asset management lifecycle (procurement, tracking, disposal)
  • Disaster recovery and backup techniques
  • Good understanding of IT infrastructure components (server HW & OS, LAN, Wireless, WAN)
  • Microsoft (AD, O365, MS Office), Apple, HW management, Networking





Job Offer

On offer is a permanent opportunity with a leading organisation. This is a varied and diverse role and the organisation pride themselves on culture and maintaining a work life balance.


Desired Skills and Experience

The successful applicant will be responsible for:

*Installation, configuration & maintenance of local infrastructure (i.e. desktop, server, hardware, OS, software, telephony & networking)

*Identify, analyse, troubleshoot & resolve IT incidents and service requests within agreed SLA timeframes

*Provide support, direction for the IT Field support team and ensure the correct operational (e.g. incident, request, change, problem management) processes and procedures are always adhered to

*Assist with ticket management, reporting & SLA adherence in the IT Service Management tool (e.g. Service Now)

*Take ownership of any issues/escalations raised by the customer community

*Actively engage with the user community to develop credibility, understand requirements, and anticipate needs

*Support and, when necessary, take the lead on initiatives/projects and operational matters as and when required

*Support and, when necessary, lead compliance and risk remediation work


To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact [Anita] [O'Hara] on [+61 3 9607 5627].