End User Support Technician Level 1/2 - Brisbane

The Onset; Brisbane; On-site; AUD 60,000 - 80,000; Full time

Job summary

The Onset Group is seeking an End User Support Technician to lead desktop end-user support at the customer site in Brisbane and cover designated remote sites as needed.

Role involves deploying and administering IT systems, installing and configuring software and hardware, and ensuring security and policy compliance. Strong communication in English and ability to travel to remote sites are essential.

Qualifications

• Certificate Level IT qualifications and 4+ years' related experience or equivalent education/experience.
• At least 2 years of PC Support experience with Windows 10 or higher.
• Ability to obtain SECRET security clearance as required.
• Experience with PC hardware and peripheral equipment.
• Exposure to Fibre and Ethernet LAN networking.
• Experience with high-volume data driven apps is a plus.
• Strong knowledge of IT Service Center and Ticket Management.
• Experience with workload management tools, preferably ServiceNow.
• Driver's license and willingness to travel to remote sites.
• Excellent communication, writing and documentation skills; good analytical/problem-solving ability.

Responsibilities

• Provide desktop end-user support at the customer site and designated remote sites.
• Deploy and administer IT systems in the assigned region for end-user desktops, servers, network equipment and mobile devices.
• Install, configure, monitor, maintain and administer software and hardware computing systems.
• Perform emergency or planned IT admin tasks, upgrades, and configuration changes; resolve incidents or escalate as needed.
• Coordinate with regional Support Coordinators to track incidents and tasks in ticket queues.
• Execute software installation and deployment to computing systems.
• Maintain asset records in databases and provide IT consultation to end users.
• Ensure security and policy compliance while performing tasks; contribute to documentation and process improvements.
• Interact with global IT teams in English; participate in regional and cross-regional meetings.

Skills

IT Certification

PC Support

Windows 10+

Security Clearance

PC Hardware

Networking Fibre

Ethernet LAN

ServiceNow

Travel

English Proficiency

Ticket Management

Documentation

Problem Solving

Communication Skills

Education

Certificate Level IT

Tools

ServiceNow

Job description

Job Title

End User Support Technician

Location

Australia – Brisbane CBD

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 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, elevate 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’ 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 g 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
• Ability to work under pressure
• Ability to adapt quickly and lead change
• Work effectively in a team-based organization
• Multitasking and ability to work in a high-pressured environment, extra hours, and weekend (when required)
• Self-Directed Learner / Desire to learn new technologies