IT Support Specialist

Arthrex APAC; Sydney; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive base salary + corporateBON

Health & Wellness benefits + onsite 2

Onsite Parking

Job summary

Arthrex APAC in Sydney, NSW is seeking a motivated Helpdesk Support Officer to join our regional APAC IT team. The role is based onsite at our Frenchs Forest office and involves high-touch user support, both in person and over the phone.

You will resolve hardware and software issues, install and configure equipment, and collaborate with global IT teams on deployments. A proactive, customer-focused approach and solid Windows/Office skills are essential.

Qualifications

• Minimum 4 years technical/systems support experience required.
• Tertiary qualifications in Computer Science or MIS preferred.
• Strong customer service background and passion for helping users.
• Able to explain technical concepts to non-technical staff.
• Proficient with Windows and Microsoft Office applications.
• Willingness to work occasional non-standard hours to support IT needs.
• Knowledge of ADS, Group Policy, MECM and networking basics.

Responsibilities

• Provide Level 1/2 onsite and remote support for hardware/software issues.
• Install, configure, maintain and troubleshoot hardware and software.
• Collaborate with IT teams and stakeholders on projects and upgrades.
• Manage IT projects, document procedures, and communicate status.
• Oversee outsourced end-user support vendors within ANZ region.
• Respond to tickets, escalate incidents per SLA, and provide root-cause analysis.

Skills

Customer service mindset

Strong communication

Explain technical concepts

IT ticket troubleshooting

Flexible outside hours

Education

Bachelor's or higher in CS or MIS

Tools

MECM

ADS (Active Directory)

Group Policy

Windows OS & Office

Job description

• Competitive Base Salary + Corporate Bonus
• Health & Wellness benefits provided + Onsite Parking
• Excellent leadership, mentoring support with ongoing training & development
• Join a Global Medical Multinational
• Location: Frenchs Forest, NSW (Onsite)

This role is not your traditional old school IT Support Specialist role. You'll enjoy being customer facing, able to interact personally with fellow staff members to resolve issues, as well as handling IT tickets remotely, via telephone etc. A general "can do" personable attitude will be what sets you apart from others in this position. The role will be based onsite at our offices in Frenchs Forest and will require occasional travel (including approximately one day per fortnight to our warehouse based in Arndell Park and occasional scheduled interstate travel).

About the Role

As a trusted Helpdesk Support Officer working as part of a regional APAC team, you will be providing high level support and will be the first point of contact for all IT related queries. Whilst you’re part of the APAC team you will largely resolve Australian issues/enquiries.

Responsibilities include:

• Providing Level 1 and Level 2 onsite and remote support for all hardware and software related problems including troubleshooting and resolution
• Installing, configuring,maintainingand troubleshooting hardware, software, computers, printers, and other peripheral devices; ensuring the effective use of hardware and software resources
• Collaborating with stakeholders across business units and regional/global IT Teams, acting as a liaison throughout the development, testing and implementation of new products and operating system installs and/or upgrades; ensuring end users are adequately supported
• Performing equipment install-move-add-change operational processes as needed by the businesses
• Managingvarious IT and businessprojects, attending project meetings to communicate status toappropriate parties,developingand dispersing all levels of necessary documentation, and staying current with system information,changesand updates
• Managing and overseeing work conducted by outsourced end user support vendors within the ANZ region
• Researching and evaluating available standard technology and alternative solutions, and making recommendations for modifications or additions to computer systems, hardware components, and software applications including researching costs, market options, and trends available to meet user needs
• Providing support for complex technical issues/initiatives related to assigned applications, systems,databasesand/or other technical products/services in compliance with service level agreements; utilising diagnostic and other tools tomaintain, troubleshoot and restore service or data to systems
• Providing phone support based on support rotation schedule,monitoring ticketing system for incoming issues, andidentifying,escalatingand redirecting urgent issues toappropriate resourcesin compliance with SLAs
• Working closely with Network & DataCentreAnalysts on projects and providing occasional network and systems support as requested
• Creating, updating, andsubmittingstatus reports, documentation, and proceduresrelativeto assigned end user support projects; conducting project team meetings as necessary, andassistingwith related training

About You

• Minimum 4 years technical/systems support-related experiencerequired
• Tertiary qualifications in Computer Science or Management Information Systems preferred
• Strong customer service background, and a passion for technology and helping end-users
• Comfortable speaking to staff members in person and via phone, and the ability to communicate technical terminology in a way everyone can understand
• Proficient in understanding and supporting computer hardware, Microsoft Windows, and Microsoft Office applications.
• Flexibility and willingness to occasionally work outside regular office hours to support business IT needs. This will happen rarely, but it will happen.
• Basic knowledge of ADS and Group Policy.
• Experience with network protocols in LAN and WAN, as well as with anti-virus software.
• Good knowledge in dealing with software distribution tools (e.g., MECM).

About Arthrex

Arthrex is a global medical device company and leader in new product development and medical education in Orthopaedics. With a corporate mission of Helping Surgeons Treat Their Patients Better™, Arthrex has pioneered the field of arthroscopy and develops more than 1,000 innovative products and procedures each year. We are a privately held company with a family business culture committed to delivering uncompromising quality to the health care professionals who use our products, and ultimately, the millions of patients whose lives we impact.

Arthrex Australia & New Zealand is proud to be Great Place to Work® Certified™ based on feedback from our dedicated and growing team. We are renowned in our industry for our positive culture, integrity, leadership, and inclusivity.