Australian Citizens residing in Australia only respond.
Must be able to obtain Baseline clearance.
ASIC seeks to establish an arrangement with supplier(s) to provide onsite IT support resources (skilled personnel) for short-term and backfill of our onsite IT BAU desktop support services across various ASIC offices including Sydney, Melbourne, Canberra, Traralgon, Adelaide, Perth, and Brisbane.
ASIC requires IT technicians to work as onsite BAU resources to assist with daily tasks and provide second-level support for ASIC systems and production environments, collaborating with other IT resolver groups to resolve incident tickets and service requests.
This need arises from increased onsite support demands due to projects like the Digital Workplace Experience Uplift and Refresh, Canberra office relocations, and the return of Registry Connects from the ATO (MOG). These temporary IT staff will support the onsite team's BAU work, enabling permanent staff to focus on project-related tasks.
Roles and Position Descriptions
* Provide second-level support for ASIC's systems and production environments, collaborating with IT resolver groups to complete incident tickets and service requests.
* Take ownership of customer issues and requests, managing a positive client experience and communicating results clearly and meaningfully.
* Document processes and initiatives to support effective IT operations.
* Participate actively in project activities, national rollouts, offsite support, and ticket resolution.
* Support and maintain mobile end-user devices including Microsoft Surface laptops, iPads, and iPhones.
* Undertake additional responsibilities or tasks as required.
Qualifications and Experience
* Proven experience in a technical support role supporting large numbers of users nationally.
* Effective use of Ivanti or similar IT Service Management tools.
* Experience with Microsoft Active Directory.
* Logical approach to technical issues.
* Excellent written and oral communication skills and stakeholder relationship management.
* Experience supporting environments such as Active Directory, Windows 10/11 laptops and workstations, M365, Azure Virtual Desktops, and iOS devices.
* Experience with M365 Power Apps, Intune, Netskope, and Video Conferencing is highly desirable.
Application Support
Address each selection criterion in a one-page summary, demonstrating capability, relevant experience of personnel and organisation, and how requirements will be met.
Required Skills:
IT Service Management, Workstations, Laptops, iOS, Video Conferencing, Active Directory, Technical Support, Communication, Management.
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