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This role involves providing in-person face-to-face and remote support to users at a Global Resources company's Technology Hub, which serves as a central support location.

The position requires regular travel to the client's mine site to deliver technical support, offering exposure to mining industry operations and related technology.

You will collaborate with Support Analysts locally and globally, handling front-line End User Support for hardware, software (including OS and applications), Unified Communications, printing, and mobile devices via MDM. You will also maintain the client's Asset Management database and contribute to service and process improvements.

Additional responsibilities include providing training and user education to ensure staff adherence to company policies, IT best practices, security protocols, and proper usage. You will record and update customer contacts in the ITSM toolset, following best practices and recognized processes such as ITIL.

This role operates in a busy, fast-paced environment with a focus on safety and customer satisfaction. It is a 100% in-office position.

1. Strong Level 1 / Level 2 Desktop Support Experience
2. Face-to-Face and Remote Support Experience
3. Proficiency in Operating System and Application Support (Windows 10, 11, Microsoft Office 365, SharePoint, OneDrive, Teams, Cisco Webex)
4. Experience with Mobility / Mobile Device Management / In Tune Support (Apple iOS and Android OS)
5. Excellent Communication and Customer Service Skills
6. Strong Analytical and Problem-Solving Skills
7. Experience with Active Directory and SCCM
8. Familiarity with ITSM Tools (ServiceNow is desirable)
9. Good Hardware Asset Management Experience

1. Certificate IV in Information Technology (minimum)
2. ITIL v4 Foundation (highly desirable)
3. CompTIA A+ (desirable)
4. Tertiary Qualification in Information Technology (desirable)

• Logging and managing Incidents and Service Requests
• Tracking and resolving incidents through to closure with the Global Service Desk
• Installing, configuring, and supporting end-user equipment
• Managing hardware failures and coordinating repairs or replacements
• Providing hands-on support for remote resolver teams
• Supporting small projects such as floor moves, relocations, and reshuffles
• Supporting events and town halls with Unified Communications tools like Webex and Microsoft Stream

• Azure
• PowerShell
• Power Query / Power Automate
• OS X

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