Information Technology Support Officer

IMDEX; San Luis Obispo (CA); On-site; USD 50,000 - 75,000; Full time

Job summary

IMDEX is seeking a technically proficient IT support specialist to provide Level 1 and Level 2 assistance for IMDEX solutions. You will resolve incidents, manage service requests, and maintain ICT environments in line with security policies.

Key capabilities include excellent communication, problem solving, and experience with remote support tools. 6+ months in software or technical support and familiarity with ITIL are preferred.

Qualifications

• Tertiary qualifications in Computer Science, Computer Systems, IT or a similarly related field.
• Proficiency in documentation of technical processes with strong attention to detail and presentation.
• Experience providing 1st and 2nd level product and technical support.
• Excellent written and verbal communication skills.
• Ability to resolve hardware and software faults.
• Well-developed interpersonal skills and ability to work under pressure.
• Experience with Remote support tools.
• Professional and engaging customer-facing skills.
• 6+ months of experience in software support and/or technical support of web, mobile, cloud or desktop systems.
• Experience in a Service Desk environment and ITIL support processes.
• Experience in mobile platform support – iOS and Android.
• Positive attitude and a strong work ethic.
• Experience in the mining technology industry.
• Strong technical knowledge of MS Office 365 including Outlook, Office, and Active Directory.
• Experience with LAN/WAN diagnostics and working with Cisco Phone Systems.
• Experience and knowledge of VMware and Hyper-V is highly desirable.
• Knowledge of Microsoft Azure.

Responsibilities

• Provides Level 1 and Level 2 technical support across all IMDEX solutions defined in the Service Catalogue.
• Provides Incident Resolution and Service Request management to meet or exceed the expectations of internal and external customers.
• Securely maintain the ICT Operational and physical environments in line with corporate security policies, standards and work practices.
• Works with guidance (but not constant supervision) to monitor, diagnose and fix technological problems.
• Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.
• Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization.
• Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences.
• Works at an intermediate level to employ a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution.

Skills

Tech support L1/L2

Office 365

Active Directory

Remote support tools

Customer communication

Problem solving

VMware

Hyper-V

Azure

Networking basics

Education

Bachelor's degree in CS/IT

ITIL knowledge

Job description

Helps end-users resolve issues with computer hardware or software. Responds to user inquiries, troubleshoots and diagnoses problems and identifies solutions with IT equipment and applications.

Key Responsibilities

• Provides Level 1 and Level 2 technical support across all IMDEX solutions defined in the Service Catalogue.
• Provides Incident Resolution and Service Request management to meet or exceed the expectations of internal and external customers.
• Securely maintain the ICT Operational and physical environments in line with corporate security policies, standards and work practices.
• Works with guidance (but not constant supervision) to monitor, diagnose and fix technological problems.
• Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.
• Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization.
• Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences.
• Works at an intermediate level to employ a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution.

Leadership and People

• Regularly challenges peers or superiors when the situation arises, discussing the consequences of unacceptable behavior and offering alternative solutions.
• Delivers on promises, taking accountability when things go wrong and looking for ways to improve.
• Calls out poor behavior when it is observed at all levels of the organization in a respectful and constructive way.
• Builds partnerships and works collaboratively with others to meet shared objectives.
• Listens actively and demonstrates the ability to separate the person from the problem, bringing objectivity to the situation.
• Seeks and provides regular feedback to learn and grow.

Health, Safety and Environment

• Takes reasonable care of self and others in the workplace and complies with relevant legislative requirements and IMDEX Quality, Health, Safety and Environment (QHSE) management system policies and procedures.
• Wears, uses and maintains the provided Personal Protective Equipment and reports any unsafe practices or conditions.
• Takes reasonable care to ensure own acts or omissions do not adversely affect the health and safety of other persons.

Risk and Compliance

• Contributes to the identification of risks and compliance requirements relevant to own scope of work.
• Applies risk management and regulatory compliance processes to own scope of work.
• Leads by example to promote positive risk and compliance behaviors within own scope of work.

Qualifications, Skills & Experience

• Tertiary qualifications in Computer Science, Computer Systems, IT or a similarly related field.
• Proficiency in documentation of technical processes with strong attention to detail and presentation.
• Experience providing 1st and 2nd level product and technical support.
• Excellent written and verbal communication skills.
• Ability to resolve hardware and software faults.
• Well-developed interpersonal skills and ability to work under pressure.
• Experience with Remote support tools.
• Professional and engaging customer-facing skills.
• 6+ months of experience in software support and/or technical support of web, mobile, cloud or desktop systems.
• Experience in a Service Desk environment and ITIL support processes.
• Experience in mobile platform support – iOS and Android.
• Positive attitude and a strong work ethic.
• Experience in the mining technology industry.
• Strong technical knowledge of MS Office 365 including Outlook, Office, and Active Directory.
• Experience with LAN/WAN diagnostics and working with Cisco Phone Systems.
• Experience and knowledge of VMware and Hyper-V is highly desirable.
• Knowledge of Microsoft Azure.

IMDEX Values

Our rich global experience and diverse thinking drives all development within IMDEX. It enables us to solve unique problems for global customers, reducing environmental and social impacts to shape a better global industry.

• We reduce the environmental impact of our activities to shape a better global industry.
• We embrace flexible thinking for the benefit of our people, customers, and the societies in which we operate.
• We serve our customers globally by leveraging our diverse teams and enabling inclusive decision making.
• We connect our expertise to customers to add value.

Forever Curious

We believe in shaping the future of mining through the relentless pursuit of technologies and services that question the status quo, address our customers' challenges and set new benchmarks for what can be achieved in our industry.

• We listen to our people and customers to drive new technologies & approaches.
• We step up and challenge the status quo.
• We give our people the space to be curious and create.
• We are informed by industry trends to be open to new ideas.

Go Beyond

We are passionate about creating positive customer experiences that deliver successful outcomes for our customers now and into the future. We achieve this by working in partnership with our customers, actively listening to their needs and delivering genuine value through efficient solutions.

• We create great customer experiences at every touchpoint.
• We place our customers' needs first and foremost, delivering on our promises.
• We encourage customer ownership and involvement.
• We create value for our customers through collaboration and innovation.

Together We Thrive

We are a global team of diverse and talented people who empower each other to be our best selves. We harness our strengths by combining our knowledge across boundaries in a positive and accountable workplace.

• We hold each other accountable and take ownership for our actions.
• We advocate for the safety and wellbeing of our people in everything we do.
• We recognize and acknowledge each other's successes.
• We back each other as a united team by sharing learnings and expertise between departments and across borders.