Job Description
As a key member of our IT team, you will be responsible for providing exceptional support to our customers. Your primary goal will be to resolve technical issues efficiently and effectively, ensuring that our customers receive the highest level of service.
Key responsibilities include:
* Responding to customer inquiries via various channels such as chat, email, or phone;
* Entering incident/issue reports into our ticketing system;
* Continually updating tickets and registries, ensuring Service Level Agreements (SLAs) are met;
* Compliant with Essential 8 and Cyber Essential Plus standards;
* Providing training to other staff members in troubleshooting and diagnosing problems;
* Offering technical assistance and escalating tickets where necessary;
* Resolving network and computer system issues;
* Diagnosing system errors and other problems;
* Following up with customers to ensure full resolution of issues;
* Running reports to analyze common complaints and problems;
* Installing or changing software to fix issues;
* Remotely accessing hardware or software for clients to make changes and fix problems;
* Reviewing and updating documentation for policies, procedures, standards, and guidelines;
* Supporting the development and delivery of security awareness training programs for employees;
* Monitoring security logs and alerts to identify potential security incidents and report them to the appropriate team members;
* Researching and evaluating applications and services for use by the organization;
* Providing a matrix detailing features within each different application or service;
* Assisting with the deployment and upkeep of workstations' security and infrastructure;
* Assisting with vulnerability assessments and penetration testing for specific applications, services, networks, and servers as required;
* Assisting with application/tools including Active Directory, Office 365, SIEM, IPS, SDP, email gateway protection, and DLP tools;
* Recording and tracking IT security incidents, including copyright violations, compromised accounts, email threats, and abuse reports from various sources;
* Analyzing and resolving technical and application problems;
* Actively participating in design meetings with the development team;
Required Skills and Qualifications
Essential requirements include:
* Tertiary qualifications in Information Technology or a related field; preferably a Bachelor of Information Technology;
* Proven experience in an IT Helpdesk role, ideally in a defence or corporate environment;
* SOE creation and deployment expertise;
* Basic understanding of ITIL principles;
* Strong computer skills and ability to troubleshoot and diagnose problems;
* Familiarity with PC systems, Apple Mobile Device Hardware, and their respective Operating Systems;
* Experience with network repairs and analysis;
* Excellent written and verbal communication skills;
* Great interpersonal skills;
* Ability to work in a small IT team and collaborate with colleagues.
Benefits
We offer a range of benefits to support your career growth and well-being:
* Flexible working arrangements and opportunities for remote work;
* Access to PMB Perks, a rewards and recognition platform offering discounts, employee benefits, and wellness programs;
* Company-provided iPhone;
* Referral bonus scheme;
* Corporate discounts on local businesses;
* Employee assistance program;
* Salary continuity insurance through our default superannuation fund;
* Salary sacrifice and novated lease options;
* Paid parental leave;
* PMB branded clothing allowance;
* Discounted banking and insurance services.
Others
Additional details about this opportunity:
* Eligibility to obtain and maintain a NV1 Australian Defence Security Clearance;
* Current police clearance and driver's license;
* Participation in our on-call roster;
* Ability to pass a pre-employment medical check and drug/alcohol screen.