IT Helpdesk Support Officer | Minto, South - West Sydney

Redox; Sydney; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary package including 7

Company-performance-based bonuses

Annual Salary review

Lunch provided daily onsite

Paid Volunteer Day

Friday afternoon socials

10 mins from M5 motorway

Secure onsite parking

Job summary

Redox is seeking an IT Support Officer to join the Helpdesk at our head office in Minto, South-West Sydney. You will provide first and second level support across desktops, laptops, printers, telephony, networks and security devices, guided by a team of IT engineers and developers.

You will triage requests, log tickets in Zendesk, assist with deployments, and contribute to documentation while delivering excellent customer service to internal clients. Prior IT Helpdesk experience is preferred.

Qualifications

• Minimum 1 year work experience in an IT Helpdesk role.
• Tertiary qualification in IT (University, TAFE or Microsoft/Cisco certification).
• Solid working knowledge of the latest Microsoft technologies and platforms.
• Exceptional communication and customer service skills.
• Ability to work independently and cohesively as part of a team.
• High attention to detail and strong problem solving skills.

Responsibilities

• Answer incoming calls and monitor support queues for the IT helpdesk.
• Triage support requests, troubleshoot and provide first / second level support.
• Escalate faults to third level Systems Engineers and external support contractors.
• Log, update and close tickets in IT helpdesk system (Zendesk).
• Perform user adds/moves/changes in multiple IT systems.
• Installation, maintenance and monitoring of operating systems and software.
• Assist with IT procurement and maintenance of internal asset system and licence records.
• Writing technical documentation and How-To Guides.

Skills

Communication skills

Customer service

Teamwork

Problem solving

Microsoft technologies

Education

IT tertiary qualification / Microsoft or Cisco certs

Tools

Zendesk

Office 365

Active Directory

Remote Desktop

Azure / Intune

Job description

About us

Redox is a ASX listed, leading raw material and ingredients distributor with 23 staff locations throughout Australia, New Zealand, Asia and North America. We bring the best products from around the world to clients in over 170 unique industries. Established in 1965 with more than 400 staff and sales over $1 billion dollars last financial year, Redox is an Australian success story that strives to maintain the energy of a start-up. We value and promote innovation, with swift implementation of sound ideas and modern solutions. More than just a job, start your career with Redox today and join an accredited ‘Great Place to Work’ business.

The Position

As an IT Support Officeron the Helpdesk you will be working with an expert team of IT systems engineers and developers at our head office in Minto, South-West Sydney. Serving our internal customers, you will provide support on a variety of IT hardware and software systems including desktops, laptops, printers, telephony, network & security devices, and a wide range software platforms. Within our Windows Active Directory environment you will be exposed to the latest technologies from Microsoft and other leading IT vendors. As your skill and confidence grow you will take responsibility for projects involving hardware and software upgrades/rollouts locally and across remote sites.

Daily tasks include:

• Answer incoming calls and monitor support queues for the IT helpdesk
• Triage support requests, troubleshoot and provide first / second level support
• Escalate faults to third level Systems Engineers and external support contractors
• Log, update and close tickets in IT helpdesk system (Zendesk)
• Perform user adds/moves/changes in multiple IT systems
• Installation, maintenance and monitoring of operating systems and software
• Assist with IT procurement and maintenance of internal asset system and licence records
• Writing technical documentation and How-To Guides.

About you

• Exceptional communication, interpersonal and customer service skills.
• Minimum of 1 year work experience in an IT Helpdesk role
• Tertiary qualification/s in IT (University, TAFE or Microsoft/Cisco certification)
• Solid working knowledge of the latest Microsoft technologies and platforms
• Ability to work independently and cohesively as part of a team
• High attention to detail and strong problem solving skills

The successful candidate will have skills and experience in:

• Windows Server 2019 and above
• Windows 11
• Microsoft Teams
• Active Directory
• Office 365
• Remote Desktop technologies
• Network andTCP/IP
• MobileDevices (Apple & Android)
• Printer Hardware
• Adobe Acrobat

Some exposure to the following technologies an advantage

• Cisco routers / switches
• Hyper-V
• IP Telephony (PABX, IPFX, IP Phones)
• Windows Desktop Deployment (MDT)
• Microsoft Azure, Intune, Entra, and 365

Rewards & Benefits

• Competitive salary package inclusive 17.5% leave loading
• Company-performance-based bonuses
• Annual Salary review
• Lunch provided daily onsite
• Paid Volunteer Day
• Friday afternoon socials
• 10mins from M5 motorway
• Secure onsite parking

Redox is an equal opportunity employer which enjoys the benefit of a diverse team.
All your information will be kept confidential according to EEO guidelines, and applicable privacy legislation. Further information on our website.

All successful applicants will require to undergo a National Police History check to be eligible for the role. All applicants must be eligible to work in Australia.