IT Support Officer

Adaptas Solutions Pty Ltd; Sydney; On-site; AUD 60,000 - 90,000; Full time

Job summary

Adaptas Solutions Pty Ltd is seeking an IT support specialist to serve its global user base by delivering excellent helpdesk service and timely resolution of requests. You will administer and maintain reliable computer systems, develop networks, databases and websites, and ensure department administration is carried out effectively.

Responsibilities include maintaining the IT helpdesk, user account management, hardware and software support, and ensuring security and compliance.

Qualifications

• Minimum 2 years’ experience in a similar IT helpdesk/support role.
• Excellent customer relationship and communication skills, verbal and written.
• Strong technical and analytical skills.
• Proactive problem-solving abilities.
• Solid experience in diagnosing hardware/software problems as part of a remote global team.

Responsibilities

• Maintain the IT helpdesk system and provide timely IT support to all users (hardware and software).
• User account management including creating and troubleshooting accounts and mailboxes.
• Hardware support: install, configure, upgrade, maintain and troubleshoot desktops, laptops, servers and peripherals.
• Software support: install, maintain and troubleshoot software applications.
• Provide IT department administration and maintenance tasks, including documentation, license compliance, and network security.

Skills

IT Helpdesk Support

Customer Communication

Hardware Troubleshooting

Software Troubleshooting

Remote/Global Collaboration

Job description

Job Summary

To satisfy the needs of Adaptas Solutions users globally by delivering an excellent IT support service and ensuring users receive a timely resolution of support requests. To administer and maintenance reliable computer systems and IT services, develop networks, key databases and websites and ensure departmental administration is carried out effectively.

To satisfy the needs of Adaptas Solutions users globally by delivering an excellent IT support service and ensuring users receive a timely resolution of support requests. To administer and maintenance reliable computer systems and IT services, develop networks, key databases and websites and ensure departmental administration is carried out effectively.

Responsibilities

Duties will include but not be limited to: -

• Your main duties and responsibilities are to maintain all aspects of the IT helpdesk support role and the IT helpdesk system in order to provide an excellent IT support service to all users covering all hardware and software.

  • User support including: creating, maintaining and troubleshooting local and network user accounts, and applying other user account settings, creating mailboxes, print management software, spam and website filtering software etc.

  • Hardware support including: installing, configuring, upgrading, maintaining and troubleshooting all hardware types in use i.e. desktops, laptops, servers, printers, PDA’s, smartphones, mobile phones, digital phone systems, projectors, sound systems etc.

  • Software support including installing, maintaining and troubleshooting

• Key Support for all IT and communications issues and/or requests, ensuring users receive a timely resolution of support requests and are kept up to date at appropriate stages of each work order

• Responsible for IT Department administration and maintenance including but not limited to:

  • Upgrade and repair of hardware and software as directed.

  • Creation and upkeep of computer system documentation.

  • Maintaining software license compliance

  • Hardware registrations

  • Network Security

  • Backup & restore functions of the IT services

  • Preventative maintenance of IT systems

• Assist in planning improvements to systems, processes and documentation

• Other IT administrative tasks as required

• Some out of normal office hours work required on a rotational basis

• On call to overseas office during the night as needed for serious issues

• Managing systems projects as assigned.

• Recommend new network technologies for the improvement & efficiency of systems in-line with the Company strategies.

Behavioural:

• Supporting and fostering a culture of trust and continuous improvement.

• Responsible for the proactive communications of project status to all relevant stakeholders as required.

• Ability to mentor others and impart knowledge and experience.

• Ability to facilitate a culture of trust, speed, agility and accountability whist maintaining employee engagement.

The Person

Qualifications and Experience

• Minimum 2 years’ experience within a similar role and supporting global networks, installation and customer support.

• Excellent customer relationship and communication skills, verbal and written

• Strong technical and analytical skills

• Excellent proactive problem-solving abilities

• Solid experience in problem analysis and resolution of hardware/software problems

• A team player with a proven ability to function in a self-directed environment, as part of a remote global team