Technical Support

SICE; Melbourne; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working arrangements

Up to 3 additional leave days per year

Learning platform access

Novated leasing

Wellbeing support through EAP

Job summary

SICE ANZ is seeking an IT Helpdesk and technical support professional to provide remote and onsite assistance and to administer local servers. You will install and configure hardware, operating systems and applications, and monitor, patch and backup IT infrastructure.

Duties include troubleshooting system and network problems, configuring Microsoft 365, managing user accounts, and creating procedural documentation while delivering high customer satisfaction.

Qualifications

• Formal IT qualifications are advantageous.
• At least 1 year of IT helpdesk or similar support experience.
• Experience with MS Office applications and Windows 11.
• Experience with VM server hosting and Windows Server 2016+.
• Knowledge of RHEL and Mac desktop environments.
• Strong communication and customer service mindset.

Responsibilities

• Installing and configuring computer hardware, OS and apps.
• Monitoring, administering and maintaining systems, servers, storage and networks.
• Troubleshooting system and network problems and diagnosing faults.
• Following diagrams and instructions to repair or set up systems.
• Replacing parts as required.
• Managing user accounts and Microsoft 365, MFA issues.
• Performing routine backups and escalating failures.
• Supporting patching and endpoint protection per ICT procedures.
• Providing procedural documentation and relevant reports.

Skills

MS Office

Windows 11

Programming fundamentals

Communication skills

Customer service

Teamwork

Education

Formal IT qualifications

Tools

VM server hosting

Windows Server 2016+

RHEL (Red Hat Enterprise Linux)

Mac Desktop management

Job description

This position will provide IT Helpdesk and technical support, remotely and onsite, as well as local servers administration

and maintenance, look into the technical issues, resolve or escape them in a timely manner.

Duties will include:

• Installing and configuring computer hardware operating systems and applications
• Monitoring, administering and maintaining computer systems, servers, virtualisation, storage and network services within assigned scope
• Troubleshooting system and network problems and diagnosing and solving hardware or software faults
• Following diagrams and written instructions to repair a fault or set up an system
• Replacing parts as required
• Setting up and maintaining user accounts and profiles, supporting Microsoft 365 services, and resolving password and multi-factor authentication (MFA) issues
• Performing routine backup administration, checking backup results and escalating failures
• Supporting routine patching and endpoint protection activities in accordance with ICT procedures
• Providing support, including procedural documentation and relevant reports when required

Requirements

• Formal qualifications in IT would be highly regarded
• At least 1 year of experience in IT helpdesk or similar technical support roles
• Experience with MS Office applications
• Experience with Windows 11 (installation and troubleshooting)
• Experience with VM server hosting:
• Windows server 2016 to latest
• Rehat Enterprise Linux
• Mac Desktop knowledge
• Programming fundamentals (regardless of language)
• Understanding of software and equipment in use
• Excellent communication skills, both written and verbal
• High focus on customer satisfaction
• Initiative and proactiveness
• Attention to detail
• Good organisation and time management skills
• Good analytical and problem-solving skills
• Ability to work collaboratively as part of a team as well as independently in an efficient manner

• A collaborative, supportive and diverse work environment where everyone has the chance to make a difference.
• Hybrid working arrangements in a supportive and diverse work environment
• Enjoy a range of benefits including up to 3 additional days of leave per year, access to a learning platform for personal and professional growth, novated leasing, coaching and wellbeing support through our EAP, and much more!

SICE ANZ is an Equal Opportunity Employer, inviting you to join an organisation dedicated to fostering a diverse, inclusive, and collaborative working environment. We actively encourage applications from women, individuals of Aboriginal and Torres Strait Islander descent, and those from diverse backgrounds. Your unique perspectives contribute to our collective strength. Be part of a team that values and celebrates diversity.