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Help Desk Support Role - Level 2

  • Location: Sydney CBD
  • Salary: AU$80000 - AU$90000 per annum + plus super per year
  • Job Type:Permanent

Posted over 1 year ago

  • Sector: Technology
  • Contact: Ross Soutar
  • Expiry Date: 31 July 2022
  • Job Ref: JN -072022-471831

With day to day supervision and support from the IT Manager for Australia, this role is responsible for IT support across the Australian offices. The team is further supported by the Regional IT Manager in Asia and the global technology team that provides support on a 24 hour basis to employees globally for hardware and software related assistance. This role is based in Sydney CBD.

Key Duties and Responsibilities
Computer hardware and software support:

  • Fixing end user problems and responding to Help Desk service requests.
  • Monitoring and inputting support issues into the Help Desk tracking system.
  • Troubleshooting and repairing hardware and software malfunctions.
  • Providing day-to-day technical support to users in a timely, efficient and professional manner
  • Install software and perform routine maintenance and network administration task
  • IT-related admin tasks
  • Be responsible for the end to end implementation and management of Microsoft 365 platforms
  • Project manage the development of platforms, SharePoint & teams
  • Provide technical support and training for Office 365 applications and services including across the Company
  • Connecting equipment to the network via network cables/wireless access.
  • Diagnosing and repairing printer malfunctions.
  • Responding to inquiries regarding hardware issues.
  • Installing new software and software upgrades.
  • Arranging for equipment and printer maintenance and repairs with vendors.
  • Setting up new printers.
  • Correcting software configuration problems.
  • Setting up and configuring users Mobile Messaging devices
  • Ability to work independently, take initiative, set priorities and see projects through completion.
  • Ability to meet deadlines and respond to changing priorities.
  • Ability to handle many tasks simultaneously

Network support:

  • Connecting network cables to switches and power systems
  • Monitoring computer room power and air conditioning to ensure equipment is running properly
  • Placing service calls as needed to power, air conditioning, computer and printer issues.
  • Purchase and rack mount network equipment, connect network cables and power as directed by the IT Department;
  • Provide IP information such as addressing information, trace routes, and ping times.
  • Practical knowledge of computer room UPS and HVAC..

Essential Knowledge, Skills and Attributes

  • Four years+ experience in a hands-on IT support role
  • A degree in computer science or an equivalent level of prior experience within IT with industry qualifications/ certifications
  • Experience in basic computer and network hardware troubleshooting (Windows and Mac)
  • Working knowledge of Microsoft 365 Applications
  • Ability to prioritise tasks and work to deadlines independently
  • Excellent customer service.
  • Highly experienced across Microsoft Office, Outlook and Windows 10.
  • Excellent verbal and written communication.
  • Excellent time management with the ability to meet tight deadlines.
  • Well-honed client service skills including anticipation of both regular and special requirements.
  • Ability to establish effective working relationships with a wide range of internal staff members and external suppliers alike.
  • A pragmatic and down-to-earth approach.

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