Onsite IT Support

Softtest Pays; South Australia; On-site; AUD 70,000 - 90,000; Full time

Job summary

A leading IT services provider in Australia is seeking experienced IT technicians to provide Onsite support across various locations. The role involves delivering second-level support for IT systems, managing client expectations, and documenting operational processes. Candidates must have proven experience in a technical support environment, effective communication skills, and familiarity with Microsoft technologies like Active Directory and M365.

Qualifications

• Proven experience in a technical support role, supporting large numbers of users nationally.
• Ability to effectively utilise Ivanti or similar IT Service Management tools.
• Exposure to and use of Microsoft Active Directory.
• Demonstrate quality written and oral communication and excellent stakeholder relationship management skills.
• Experience supporting operating environments such as Active Directory, Win10/11 laptops and workstations, M365, Azure Virtual Desktops and iOS.

Responsibilities

• Provide second-level support for ASIC's systems and production environments.
• Take ownership of customer issues by proactively managing client experience.
• Document processes to enable effective IT operations.
• Participate in project activities and action the team's ticket queues.

Skills

IT Service Management

Workstations

Laptops

iOS

Video Conferencing

Active Directory

Technical Support

Communication

Stakeholder Management

Tools

Ivanti

Microsoft Active Directory

M365

Azure Virtual Desktops

M365 Power apps

Intune

Netskope

Job description

Australian Citizens residing in Australia only respond.

Must be able to obtain Baseline.

• ASIC seeks to establish an arrangement with supplier/s to provide Onsite IT Support resources (skilled personnel), for short-term and to backfill of our Onsite IT BAU desktop support services to supplement ASIC offices at various locations including Sydney, Melbourne, Canberra, Traralgon, Adelaide, Perth and Brisbane.
• ASIC requires IT technicians to work as Onsite BAU resources to assist with day-to-day BAU tasks. The technicians will also provide second level support for ASICs systems and Production Environments including collaboration with other IT resolver groups in the completion of Incident tickets and service requests.
• This need has arisen due to an increased demand in onsite support for projects such as the Digital Workplace Experience Uplift and Refresh, the Canberra office relocations, and the return of Registry Connects from the ATO (MOG). These temporary IT staff will assist with the Onsite team\'s BAU work, allowing our permanent staff to focus on the project related tasks.

Roles and Position Descriptions

• The temporary IT staff would provide second-level support for ASIC\'s systems and production environments, including collaboration with other IT resolver groups to complete incident tickets and service requests.
• Additional recommended prerequisites.
• Taking ownership of customer issues and requests by proactively managing a positive client experience and ensuring results are communicated to the client clearly and meaningfully.
• Documenting processes and initiatives to enable effective IT operations.
• Actively participating in project activities, national rollouts, offsite support, and actioning the team\'s ticket queues and subsequent resolution actions.
• Maintaining, updating, and supporting mobile end-user devices, including Microsoft Surface laptops, iPads, and iPhones.
• Undertake additional responsibilities or tasks as required.

Qualifications and experience

• Proven experience in a technical support role, supporting large numbers of users nationally.
• Ability to effectively utilise Ivanti or similar IT Service Management tools.
• Exposure to and use of Microsoft Active Directory.
• Ability to approach technical issues in a logical and common-sense manner.
• Demonstrate quality written and oral communication and excellent stakeholder relationship management skills.
• Experience supporting operating environments such as Active Directory, Win10/11 laptops and workstations, M365, Azure Virtual Desktops and iOS.
• Experience in M365 Power apps, Intune, Netskope, and Video Conferencing is highly desirable.

Address Each Selection Criteria

Address selection criteria to support your application (one-page summary):

1. Capability - the ability of the Supplier to meet each of the requirements in the Statement of Requirements and how the Supplier proposes to do this; the depth of relevant experience of the nominated personnel; the depth of relevant experience of the organisation.

Required Skills

• IT Service Management
• Workstations
• Laptops
• iOS
• Video Ownership
• Active Directory
• Demand
• Technical Support
• Communication
• Management