Help Desk/IT Support Officer

REDPATH MINING; City of Brisbane; On-site; AUD 65,000 - 90,000; Full time

Job summary

Redpath Mining is seeking an IT Helpdesk Support Officer to deliver responsive, customer-focused IT support across our business. You will handle Level 1/2 incidents, troubleshoot across multiple streams and perform site visits, system upgrades and IT projects.

You will support Microsoft 365 environments, mobile devices and end-user workflows while collaborating with local and global IT teams to drive continuous improvement and ensure safety and compliance across locations.

Qualifications

• 4+ years' experience in a Level 1/2 IT Helpdesk or Technical Support role within a medium to large enterprise environment.

Responsibilities

• Respond to and resolve Level 1 and Level 2 helpdesk incidents and service requests across multiple technology streams.
• Investigate, troubleshoot and resolve complex IT issues; create, manage and route IT tickets locally and globally.
• Install, rebuild and configure computers, hardware, peripherals, applications and related services.
• Support Microsoft 365 environments, user accounts, security permissions and applications; deploy and support mobile devices (Android and iOS).
• Collaborate with platform/infrastructure teams to deliver IT solutions and perform site visits for mobilisations and rollouts.

Skills

Troubleshooting

Customer service

Documentation

Team collaboration

Autonomy

Communication

Tools

Microsoft 365

Entra

Intune

Exchange Online

ServiceNow

Windows Server

VMware

Juniper

Nuclias (D-Link)

Job description

About the role

As an IT Helpdesk Support Officer, you will be responsible for delivering responsive, practical and customer-focused IT support across the business.

Job Description

About the role

As an IT Helpdesk Support Officer, you will be responsible for delivering responsive, practical and customer-focused IT support across the business.

Why Redpath Mining?

This is an opportunity to join a team where you can build on your technical capabilities while working across a broad range of systems, projects and operational environments.

You will enjoy variety in your day-to-day work, from troubleshooting and end-user support through to site visits, system upgrades and IT projects. You will work closely with local and global IT teams and have the opportunity to contribute ideas that improve the way technology supports the business.

Safety is at the heart of how we operate, and you will be expected to demonstrate Redpath's commitment to Safety - First, Last and Always.

If you're an IT support professional who enjoys solving challenging problems, delivering great service and continually looking for better ways of doing things, we'd like to hear from you.

Responsibilities

Your key responsibilities will include:

• Responding to and resolving Level 1 and Level 2 helpdesk incidents and service requests
• Investigating, troubleshooting and resolving complex technical issues across multiple technology streams
• Creating, managing, updating and routing IT tickets across local and global support teams
• Installing, rebuilding and configuring computers, hardware, peripherals, applications and related services
• Supporting Microsoft 365 environments, user accounts, security permissions and applications
• Deploying and supporting mobile devices, including Android and iOS
• Collaborating with platform and infrastructure teams to deliver and support IT solutions
• Completing site visits for mobilisations, demobilisations, system rollouts, upgrades and general IT support
• Monitoring systems, applications, scheduled processes and backups, and assisting with security monitoring
• Supporting hardware and software recovery and coordinating outcomes with impacted users
• Applying operating system patches, upgrades and configuration changes
• Assisting with performance monitoring, capacity planning, hardware upgrades and resource optimisation
• Creating and maintaining clear procedures, technical documentation and end-user guides
• Providing training and support to employees when new systems, hardware or applications are introduced
• Supporting the administration of local and global applications and services
• Contributing to IT projects, continuous improvement initiatives and opportunities for automation
• Providing consistently high-quality customer service to internal and external stakeholders
• Ensuring all work is completed in accordance with Redpath's Management Systems, safety requirements and relevant statutory regulations

Qualifications

About you

You are an experienced IT support professional who combines strong technical troubleshooting skills with excellent customer service. You are comfortable working independently, collaborating with a broader IT team and supporting users across remote and varied locations.

To be successful in this position, you will ideally have:

• Ideally 4+ years' experience in a Level 1/2 IT Helpdesk or Technical Support role within a medium to large enterprise environment
• Demonstrated experience supporting and administering Microsoft 365, including Entra, Intune, Exchange Online and Microsoft 365 Admin
• Experience deploying and supporting Android and iOS mobile devices
• Experience using ITSM platforms such as ServiceNow
• Strong troubleshooting skills and the ability to confidently triage and resolve complex IT issues
• Excellent documentation skills, with the ability to develop clear and comprehensive technical and end-user procedures
• Experience managing small to medium IT projects and reporting progress to management
• Strong customer service and stakeholder management skills
• The ability to support users across remote and varied locations
• The ability to work both autonomously and collaboratively as part of a team
• Strong problem-solving skills and the ability to adapt to changing priorities
• A proactive approach to continuous improvement and finding innovative solutions
• Excellent written and verbal communication skills with a high level of attention to detail
• A valid manual driver's license and your own transport

Experience with Windows Server, VMware, Juniper and Nuclias (D-Link) will be highly regarded, as will ITIL, MCSA or similar industry certifications.

About Us

In 1962, Jim Redpath’s vision for the company was much the same as it is today; offering a high level of service to the mining industry, which exceeds current standards and provides challenge for its employees. With a foundation built on global experience, adaptability and exceptional workmanship, Redpath leads the industry with cutting edge innovations in safety and mining practices. Services including underground construction, shaft sinking, raiseboring, mine contracting, raise mining, mine development, engineering and technical services and a variety of specialty services are offered around the world, with the expertise and qualifications in place to support any scope of work. Global experience has given Redpath expansive regulatory knowledge, regional expertise, and cultural sensitivity. Redpath has built a solid reputation for conquering tough challenges and adapting to a variety of environments. Redpath’s employees are the heart of the company’s success, and it remains through them that the company will continue to expand and flourish.

Redpath is committed to an environment that is barrier-free. If you require accommodation during the hiring process, please inform us in advance so that we can arrange reasonable and appropriate accommodation.

About Redpath

ABOUT THE TEAM

The Redpath Group is a leading mining contractor with projects across Australia and globally. We specialise in shaft sinking, mine development, contract mining, raiseboring, underground construction, engineering & technical services, and speciality services in the Metalliferous and Coal mining sectors.

Redpath is an equal opportunity employer that values diversity and an inclusive workplace. We encourage applications from suitably qualified candidates wanting to join a friendly, collaborative team in a fast paced business environment.