End User Support Technician

The Onset; Melbourne; On-site; AUD 65,000 - 100,000; Full time

Job summary

The Onset is seeking an End User Support Technician to lead desktop end-user support at the customer site and provide coverage to designated remote sites. Travel to remote sites may be required, and strong English communication is essential.

You will deploy and administer IT systems, install and configure software/hardware, perform incident resolution, and ensure security compliance while delivering high-quality IT services in a global environment.

Qualifications

• Certificate Level IT qualifications with 4+ years of related work experience.
• Experience with PC hardware and Windows 10+.
• Ability to obtain SECRET security clearance.
• Experience with IT service management and ticket systems like ServiceNow.

Responsibilities

• Provide desktop end-user support at the customer site and remote locations.
• Deploy and administer IT systems, including desktops, servers, network equipment, and mobile devices.
• Install, configure, monitor, and maintain software and hardware.
• Resolve incidents or escalate to appropriate groups.
• Maintain security and policy compliance.
• Document procedures and participate in regional meetings.
• Travel to remote sites as required.

Skills

Windows 10+

PC Hardware

Networking

IT Service Center

Ticket Management

Security clearance

Travel willingness

English communication

Documentation

Problem solving

End-user support

Education

Certificate Level qualifications in IT

Tools

ServiceNow

Job description

As the End User Support Technician, you will be the primary lead for Desktop End User Support at the customer site and will be also be expected to provide coverage to designated remote sites. There may be travel required to remote sites. Some of the tasks you will be responsible for:

• The support of IT Devices and Systems.
• Performance of activities in line with the delivery of IT Services.
• Deploy and administer IT systems in the assigned region, including end-user desktops/laptops, computing servers, network equipment, voice and video hardware and mobile devices
• Installing and configuring, monitoring, maintaining, and administering software and hardware computing systems.
• Perform emergency or periodically planned IT systems administration tasks; preventative, proactive and corrective maintenance/upgrades, and configuration changes of IT infrastructure/solutions. Perform incident resolution or, when needed, **escalate to the appropriate group**.
• Interact with regional Support Coordinators and Service Fulfilment Analysts to track and prioritize incidents and tasks in the ticket queues.
• Execute software installation and deployment to computing systems.
• Execute asset change tasks and reflect such changes in appropriate databases.
• Provide IT consultation to the end user.
• Distribute new-user IT starter package and provide initial user IT orientation.
• Ensure security and policy compliance while performing technical tasks.
• Participate in regional and cross-regional technical meetings internally and with Suppliers.
• Contribute updates to technical documentation, procedures, and process definitions.
• Perform emergency or periodically planned information systems administration tasks, maintenance/upgrades, and configuration changes.
• Conduct systems performance analysis and provide feedback to functional leads and colleagues in the Continual Service Improvement function.
• Contribute to IT International projects as needed and as coordinated by the assigned project manager.
• The IT Technician frequently interacts with a globally diverse user base, in a primarily English communication environment.
• Understanding a customer’s request or coordinating with global IT teams, in English, will be mandatory.

Here’s what we are looking for with this role:

Required Skills:

• Certificate Level qualifications in IT and typically 4 or more years' related work experience or an equivalent combination of education and experience.
• At least 2 years of experience in PC Support, with Windows 10 or higher
• Ability to obtain a security clearance to SECRET as required
• Working knowledge and experience with PC hardware and peripheral equipment
• Exposure to Networking with Fibre and Ethernet LAN’s
• Exposure to work on high volume data driven applications will be a plus
• High level of knowledge around IT Service Center, Ticket Management
• Experience of any workload management tool preferably Service Now
• Driver’s license and ability and willingness to travel to remote sites if required
• Excellent communication skills with good quality interpretation, written, communication and documentation skills
• Good analytical and problem-solving skills

Interpersonal Skills:

• Customer Facing Skills, services oriented
• Self-Motivated, able to succeed with limited directional oversight
• Strong Communication skills
• Advanced English Level
• Positive team player, keen to get stuck in to get the job done committed to excellent customer service
• Ability to influence at all levels
• Able to work under pressure
• Ability to adapt quickly and lead change
• Work effectively in ateam-basedorganization
• Multitasking and ability to work in a high-pressured environment, extra hours, and weekend (when required)
• Self-Directed Learner / Desire to learn new technologies