Job Summary
This role is for a Regional Services Technician. The successful candidate will be part of the Digital team responsible for supporting the day-to-day technology needs of site and project teams.
The position involves regular travel to various sites across Sydney, addressing the day-to-day support needs of business users, attending to end-user requests and incidents, carrying out scheduled maintenance and health checks, recording accurate information, and performing installs, moves, adds, and changes.
* Provide exceptional level of support for incident, service request, change and problem management following the Service Delivery Framework.
* Attend to end-user requests and incidents received via ConnectIT, including Imaging laptops, printer support, AV components/requests, Local servers (where applicable) and AD/Office 365 services.
* Carry out scheduled maintenance and health checks of site in the state.
* Recording accurate information relating to site visits, unit replacement, defective parts, and equipment repairs.
* Attending sites and conducting diagnostics and fault finding.
* Performs installs, moves, adds and changes as required.
* Face to face visits in the state main office and other state-based offices to assist where required.
* Build business relationships within the state offices and remote offices being visited.
* Understand the needs of the business for new office setups. Collaborate with the relevant teams to ensure a timely setup of office services in line with business expectations.
* Maintain the communication rooms/cabinets and associated components (including A/C, UPS) of the respective state offices. Keep these rooms/cabinets uncluttered.
* Work with Network Services team on network matters/service improvements.
* Manage and maintain the Remote device Management tool used by Connect IT.
* As guided by reporting manager, assist ConnectIT by attend to end user requests received via Phone, Email, Portal and walk-ups.
* Timely escalation of requests to appropriate support teams.
This is a 6-month fixed term contract. To be successful in this role, you'll bring at least 3 years of experience in technical support, along with an additional 2+ years in Level 2 or Desktop support, including hands-on experience troubleshooting network-related issues.
* A valid driver's licence and access to a reliable vehicle are essential.
* Deep experience in identity management concepts and administrating Microsoft Office 365 and Active directory.
* TAFE or Tertiary qualification in Information Technology.
* Strong problem-solving skills with the ability to utilise the tools available to identify solutions.
* Knowledge of AutoPilot & Company Portal Software deployment.
* Deep Understanding of ITIL concepts and applying through ITSM tool.
* Highest levels of integrity and confidentiality with strong results and customer focus.
* Empathetic, with a strong sense of customer service and stakeholder management skills.