End User Support Technician

Bespoke Careers; Port Stephens; On-site; AUD 70,000 - 90,000; Full time

Job summary

Bespoke Careers is seeking an End User Support Technician to lead desktop end-user support at a customer site and provide coverage to designated remote sites. Travel to remote sites may be required, with a primary English communication environment for global coordination.

The role involves deploying and administering IT systems, installing, configuring, and maintaining software and hardware, and ensuring security and policy compliance while supporting a diverse user base.

Qualifications

• IT certificate or equivalent with 4+ years' related work experience.
• Experience in PC hardware and Windows 10 or higher.
• Ability to obtain SECRET-level security clearance.
• Experience with ServiceNow is preferred.
• Willingness to travel to remote sites.
• Excellent written and verbal communication.

Responsibilities

• Lead desktop end-user support at the customer site and remote sites.
• Deploy and administer IT systems in the region.
• Install and configure software and hardware.
• Manage incidents and escalations in ticketing systems.
• Provide IT consultation and orientation for new users.
• Ensure security and policy compliance.

Skills

Communication skills

Customer facing

English proficiency

Problem solving

Self-motivated

Team player

Education

IT certificate

Tools

ServiceNow

Windows 10

PC hardware

Networking (Fibre/Ethernet)

Job description

Job Title: End User Support Technician

Location: Australia –Willliamtown

Security Clearance: NV1

Job Role:

As the End User Support Technician, you will be the primary lead for Desktop End User Support at the customer site and will 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
• Good Conflict Management Skills
• 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