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IT Support Technician

IT Support Technician

Melbourne and Olympic ParksMelbourne
30+ days ago
Job description

About the role

We are looking for an IT Support Technician to join our Technology team.The IT Support Technician will act as the first point of contact for support requests on the IT service desk platform providing top notch service to our workforce.The role will provide Level1 & 2 support for all internal systems and the people that use those systems. This role plays a crucial part in the Technology team servicing our core business of Event Delivery & Precinct Management via Service Level Agreements with each business unit. The reliance on the IT department to provide robust, secure, and highly available IT infrastructure and application services is integral to the success of M&OP’s business operations.

Here are some of the things you’ll have the opportunity to be involved in :

Technical Support

  • Serve as the first line of support for staff issues and escalate support incidents to other IT staff members as necessary.
  • Manage and resolve support requests to agreed SLAs.
  • Positively interact with and support users with technical issues or requests via remote control support, telephone calls, and desk-side visits.
  • Assist and train users on typical productivity applications.

Install & Deploy Hardware & Software

  • Image, configure, test, deploy and troubleshoot PC’s, Laptops, Phones and Tablets along with standard peripherals, including multi-function and desktop printers, monitors, and docking stations.
  • Deploy, install, and troubleshoot software using enterprise desktop and mobile device management tools.

    • IT Projects & Event Delivery

  • Build and maintain strong working relationships with our staff, tenants, suppliers, promoters, and hirers to help deliver event specific IT solutions.
  • Assist the project teams with any assigned tasks to ensure projects are delivered on time and on budget.

    • What you will bring to the role :

    You strive to continuously improve

    Innately, you are driven for ‘better’. You look for better ways of doing things that balance improved outcomes across both what you do and how you do it. From a process perspective – efficiency is your end goal.

    You build strong effective relationships

    You are a keen collaborator building strong relationships across various stakeholder groups. You have good communication skills and make IT topics easily understood. You bring a high customer service focus and pro-active approach to problem-solving to support your customers.

    You don’t mind getting your hands dirty

    We are an “all in” organisation, where everyone gets involved and no job is too small for someone to do. You enjoy jumping in to solve problems and are passionate about being part of a supportive engaged team.

    Qualifications, Skills & Experience

    Essential

  • Tertiary qualifications in Computer Science, Information Technology or similar; or Industry-recognized certification in the some or all technical competencies relevant for this role.
  • Minimum 1-year experience in an end-user computing support role.
  • Management of Level 1 and 2 desktop support requests in a helpdesk environment.
  • Good knowledge of working in, and supporting, Windows operating systems and Microsoft Office 365 suite, including collaborative products such as SharePoint & Teams.
  • Understanding core services including Active Directory, DHCP, DNS, File Shares & Print services, and basic network troubleshooting.Some knowledge of Windows Server Portfolios and an understanding of backup systems and software.
  • Supporting iOS & Android devices and experience with MDM solutions.
  • Experience with ITIL and Incident, Request, and Change Management processes and tools.
  • Exceptional customer service skills, strong attention to detail, and excellent follow-up.
  • Must have a good analytical approach, diagnosing and troubleshooting skills, ability to learn new systems and develop knowledge quickly.
  • Team-oriented, self-sufficient, flexible with hours, and can take initiative, ownership, plan, prioritise and manage multiple tasks through to completion, meeting deadlines.

    • Desired

  • Microsoft Desktop and Office 365 Certifications desirable.
  • ITIL Foundation qualification desirable.

    • A bit about us

    Melbourne & Olympic Park (M&OP) is an iconic, multi-venue precinct with few parallels globally. We showcase Melbourne to the world during the Australian Open and deliver hundreds of entertainment, sporting and community events each year across our world class venues. At M&OP we are passionate about delivering world class customer experiences every person, every event, every time. How do we do this? By seeking out the best talent to build a high performance, integrated team who are passionate about creating exceptional experiences for our guests.