ICT System and Field Technician (Part-Time Role)
Melbourne, VIC, Australia
AU$ 26,000.00 - 35,000.00 per annum
Highlights of the Position
* Perfect for a 3rd Year Uni Student studying IT who wants flexible and real‐world experience to launch their career.
* Possible Full‐Time Employment available during University Breaks and after Graduation.
Must have a Car and Permanent Residency in Australia
Job Description: ICT System/Field Technician (Melbourne Based Part-Time)
The role supports the network for every client's system managed by Network Overdrive, ensuring high service levels and customer satisfaction.
Location
Work from Network Overdrive's Docklands office and client premises as required.
Performance Indicators
* High Customer Satisfaction (99% rating)
* On Budget Resolution (85%)
* On time response (90%)
* Utilisation Rate (80%)
* First time Resolution (80%)
* All assigned requests set to in progress within 120 min of creation
* Timesheets up to date daily
Values and Principles
* Customer Service: Maintain healthy customer relations and excellent technical service.
* System Availability: Ensure network and related services are available when needed.
* System Confidentiality: Safeguard information for authorised personnel only.
* System Integrity: Ensure data is modified only as required.
* System Usability: Facilitate staff tasks rather than impede them.
* System Flexibility: Adapt the network to changing needs.
Duties
Customer Relations & Level 1 Incident Management
* Advise and prepare quotes on hardware resources.
* Monitor/resolve level 1 issues and SLAs.
* Track problems and prevent recurrence.
* Communicate progress to customers.
* Help onboard new clients.
* Create and update documentation.
* Improve customer service and satisfaction.
* Work in a team and communicate effectively.
* Escalate service issues that cannot be completed within agreed service levels.
* Document internal processes.
On‐call Support
* Be on call once a month for a weekend as per roster.
Consultation
* Assess and report on client systems security and efficiency.
* Support senior staff in advising clients on best practice.
* Assist senior staff in proposing solutions.
* Develop business awareness of client IT strategy.
* Develop knowledge of the service catalogue.
Backup and Restoration
* Implement and monitor an automated backup strategy.
* Periodically verify backup integrity.
* Review and modify backup strategy as needed.
User Administration
* Maintain user accounts on all network servers.
Fault Prevention and Monitoring
* Ensure steps prevent hardware/software failures that disrupt operations.
System Upgrades, Installation and Configuration
* Assist senior staff in planning a hardware purchase policy.
* Install and configure hardware/software per security, administrative and usability goals.
Hardware Maintenance
* Track new and existing hardware in the registry.
* Diagnose and liaise with vendors to fix faulty equipment.
* Monitor systems to keep registry current.
Software Maintenance
* Track purchased software in the registry.
* Maintain records of physical software copies and usage.
* Install and manage a standard operating environment for clients.
* Apply updates/patches as approved.
Security
* Understand customer security policy requirements.
* Implement site security procedures.
* Educate staff on security policies.
* Record and monitor breaches or attempted breaches.
* Adjust security policies to maintain compliance.
System Support
* IT support for technical issues and project implementation.
* Support Microsoft technologies: Windows Server, Exchange, SQL, SharePoint, etc.
* Support virtual environments: VMWare, Hyper‐V, backup and disaster recovery.
* Network level support: WAN/LAN, routers, firewalls, security.
* Respond to SLA issues per customer choice.
* Assist users with workstation/network configuration problems.
* Ensure adequate resolution of problems.
* Track problems and prevent recurrence.
* Provide phone, remote or onsite support.
Accountability
* Record all effort in client‐friendly language, including date, time, description, client and authoriser.
* Expense claims with receipts not exceeding limits.
* Enter time and expenses immediately in ConnectWise.
* Follow daily ConnectWise schedule.
* Complete required ConnectWise training.
* Enter all work as service tickets.
Training and Professionalism
* Review IT publications and online material to remain current.
* Join a professional organisation (e.g., ITPA, SMBIT‐pro) – membership fee paid by Network Overdrive.
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