IT Technical Support Officer

Overview

Level 2 IT support for applications, hardware, network, and user services.

Key Responsibilities

• level 2 support
• incident resolution
• problem management
• service requests
• performance monitoring
• on-call support

Tasks

Given the critical requirements of business executives and leaders, this role will be required to participate in a 24x7 on-call support roster, alternating with other IT support staff. The IT Technical Support Officer will provide re-active and pro-active incident resolution, problem management and service request management for applications, software, hardware and network systems, including user administration. The role will ensure the delivery of a positive customer experience through the provision of timely and accurate Level 2 technical support, following operational procedures, service level agreement timeframes and IT Service Management best practice. -Provide Level 2 ITS support -Ensure appropriate functional and hierarchical escalation processes are followed as required -Receive and respond appropriately, and in a timely manner to all incoming requests -Investigate problems in systems, processes and services and assist with remedies and preventative measures -Comply with audit and system requirements, works within InfraBuild’s governance framework, and all associated and contractual arrangements, meeting SLA requirements -Delivering IT support to customers and users at the appropriate level for them to comprehend -Review system performance and problem logs to identify trends and patterns in problem incidence. -Ensure all activities undertaken are aligned with industry standards (ITIL, ITSM), including addressing identified IT security requirements and codes of good practice

Requirements

• itil
• freshservice
• o365
• windows
• 3+ yrs
• problem solving

What You Bring

Our ideal candidate will be experienced in addressing complex issues, have strong analytical and problem solving skills and be an outstanding communicator. You will work effectively to consistently deliver quality customer service through exceptional relationship management with stakeholders at all levels of the organisation. -Tertiary qualification in Information Technology or Computer Science or relevant tertiary discipline or equivalent working experience -A team player who also knows how to manage their own business activities and time; effective in scheduling and completing assigned tasks. -Proficient troubleshooting skills in: -Experience working with Freshservice (desirable) or with another ITSM ticketing tool (essential) -3+yrs experience working in a Service Desk/IT Service Support environment -Microsoft Windows-based standard operating environment (SOE) -Devices such as: desktops, laptops, Smartphones, tablets, I/O devices and wearables -Experience working with executives and business leaders in a corporate office is highly desirable -Microsoft O365 -All associated software and the managed printing environment -Knowledgeable in troubleshooting methods to resolve complicated technical and/or non-technical issues -ITIL Foundation Certification or experience working in an ITIL environment -Networking (Voice and Data)

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Benefits

We offer more than just a job; we provide a dynamic environment built on three pillars that define our commitment to both our team and our industry. -Access to long service leave after 5 years: Employees who are not covered by an Enterprise Agreement can access accrued Long Service Leave (LSL) at the rate of 1.3 weeks per year of service after 5 years continuous service. -Microsoft-based mobility platform -Remote Desktop and Access -Generous parental leave: 20 weeks paid Primary Carer Leave and 3 weeks paid Partner Leave for those who have worked at the business for at least 12 months. The company also provides superannuation contributions for the Primary Carer during the period of unpaid parental leave for eligible employees (limitations apply). -Employee Benefits Program: Employee Added Extras (EAE), our Employee Benefits Program, provides discounts for you and your friends and family on gift cards, shopping, groceries, home products, car rentals, holidays, recreation and more -Build your own future: Step into a culture where every day is an opportunity to grow, and where driving your own development is not just encouraged; it's expected. You’ll be empowered to take the wheel of your learning journey and uncover your potential. The possibilities are limitless. -Work well - live better: We understand the importance of working in an environment which supports you to balance your personal and professional life. Experience a culture which values you as a whole person - where family extends to the workplace and your well-being matters. You’ll thrive not only in your career with us, but beyond.

About Infrabuild

-is a prominent player in the Australian steel and metal manufacturing industry, serving a wide range of sectors. -offers steel products, services, and solutions for major infrastructure, construction, and resource projects. -has grown through acquisitions, combining businesses with complementary capabilities in steel production and supply. -is renowned for its long-standing expertise in manufacturing, distribution, and recycling. -has a portfolio that supports large-scale projects in transportation, construction, and energy. -is a significant supplier to sectors like infrastructure, commercial buildings, residential development, and more. -has a strong focus on providing sustainable and efficient solutions to meet growing market demands. -has made a name for itself with its quality products and ability to service complex, large-scale projects.

Sector Specialisms