Technology and Frontline Support Specialist

The Role

Its 12 months fixed term role.

As part of the Workplace and Infrastructure Platforms team youll play a key role in keeping our technology running smoothly. Youll deliver a high standard of service resolving issues promptly and installing configuring and maintaining operating systems software hardware and meeting room technologies.

Youll bring solid hands-on knowledge of Microsoft and Apple end-user systems along with experience supporting and troubleshooting SaaS applications. Just as important is your genuine enthusiasm for technology and the people you support you thrive in a fast-paced environment and take pride in delivering a great experience.

This role supports internal teams and stakeholders across ANZ working closely with Frontline Infrastructure Business Units and external vendors. Occasional after-hours support on-call availability and travel to other offices may be required from time to time.

Key Responsibilities

Triage:

• Handle escalated technical issues from Frontline support and provide timely resolutions.
• Diagnose and troubleshoot complex technical problems across various systems and platforms.
• Escalate critical issues to appropriate teams for prompt resolution.

Knowledge Management

• Create update and maintain technical knowledge articles documentation and guidelines.
• Contribute to the development of knowledgebase articles for Service Desk support and end-users.

Audit Support Activities

• Assist in preparing for and participating in audits related to IT systems processes and security.
• Provide required documentation and information to auditors as needed.

Asset Management Support

• Participate in asset tracking inventory management and procurement processes.
• Ensure accurate and up-to-date records of hardware and software assets.
• Facilities Technical (CCTV and Systems.
• Maintain and troubleshoot technical systems such as CCTV access control and related security systems.
• Collaborate with facility management to ensure smooth functionality of the CCTV systems.

Technical Project Management

• Contribute to technical projects by providing expertise assisting in planning and executing tasks.
• Collaborate with cross-functional teams to deliver project objectives on time and within scope.

Process Governance

• Adhere to established IT processes and standards.
• Identify process improvement opportunities and contribute to enhancing operational efficiency.

License Management Support:

• Assist in tracking software licenses renewals and compliance.
• Collaborate with procurement and legal teams to ensure proper software licensing

O365 Triage

• Provide support for Office 365 applications troubleshooting issues and escalating complex problems.
• Assist users with O365 functionality and features to enhance productivity.

Hardware Management

• Image hardware assist with setup configuration and deployment of new equipment.
• Provide ongoing maintenance and support for IT assets ensuring compliance with asset management processes.
• Assist with hardware procurement receiving and asset tagging.

General Office Support

• Provide in-person support for general office technical issues including resolving issues with monitors printers and meeting room systems.
• Offer technical assistance in person as required to ensure smooth office operations.

Tech Bar

• Attend and manage the Tech Bar to assist users with technical queries.
• Provide immediate support to walk-up users helping resolve issues related to hardware software and applications.

Qualifications :

• Proven experience in Level 2 technical support or a similar IT role with a strong customer-first mindset.
• Excellent communication skills able to explain technical concepts clearly to both technical and non-technical audiences.
• Solid hands-on experience with macOS and Windows plus familiarity with iOS and Android.
• Strong knowledge of Microsoft 365 tools (Outlook Teams SharePoint OneDrive Excel etc.) and Office 365 administration.
• Working knowledge of Azure Active Directory and identity management.
• Strong troubleshooting skills across hardware software and networking (WAN/LAN/VPN).
• Ability to work under pressure prioritise tasks and meet deadlines in a cross-functional team environment.
• Experience with device management tools such as SCCM JAMF and PowerShell.
• Understanding of ITIL and Agile methodologies ITIL Foundation certification is preferred.
• Relevant certifications (e.g. CompTIA A Microsoft) are a plus as is experience with SaaS PaaS and IaaS solutions.

Additional Information :

At SEEK we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such we welcome applications from people with diverse backgrounds and life experiences especially as they relate to gender sexual identity culture faith disability and life stages. If you have the skills curiosity and an adaptable mindset but dont meet every responsibility or qualification listed in this advertisement please still get in touch with us.

Should you require any specific support or adjustments throughout the recruitment process and beyond please advise us and we will be happy to assist.

SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1