Job Title:

Sr. Technical Support, IT Operations

Job Description

The End User Support team provides a combination of desk-side support to the local Concentrix site in Brisbane, as well as remote assistance across ANZ with their information technology and telephony infrastructure. The role involves the setup, configuration and support of local site infrastructure including machine software and hardware, telephony (VoIP), printers and networks.

This role would be a great opportunity for someone looking to develop their team leadership and stakeholder management skills.

Role specific tasks/activities:

Desktop

Install and configure machine hardware and software (as required for end to end support).Resolve desktop and account issues that cannot be fixed via remote or over the phone support.Track and maintain desktop assets including inventory to support PC replacement requirements.Coordinate hardware repairs.Support Desktop patching, security and vulnerability processes.

Network

Support basic troubleshooting and administration of network connectivity.Assist IT department to troubleshoot and administer local WAN / LAN infrastructure.Locally coordinate fault troubleshooting activities.Perform basic cable patching and tracing, with appropriate documentation.Perform basic remediation tasks that cannot be performed by IT remotely.Basic hardware remediation activities, such as ‘swap’ out of faulty devices.Network patching, security and vulnerability processes.

Telephony

Support local VoIP infrastructure by:Diagnosing voice problems as either infrastructure, network or handset related.Performing basic handset troubleshooting and maintain inventory to swap out faulty devices.Coordinating telephone hardware repairs.

Server

Support local server infrastructure by:Performing basic troubleshooting to support and administer domain controller and other local server systems.Supporting server patching, security and vulnerability processes.

Printer

Act as point of contact for support of local office printersAssist with basic issues that cannot be resolved by staff members including paper jams, minor faults etc.Coordinate with printing vendor for resolution of issues.

Other IT equipment

Support wallboard screens and controlling systems.Support video conference and smart board systems.Assist in troubleshooting Uninterrupted Power Supply (UPS) issuesCoordinate hardware repairs of other IT equipment with relevant vendors

Follow Concentrix business control guidelines:

Adhere to IT security requirementsAdhere to COPC and PCI certification requirementsAdhere to Quality standards

Education Requirements:

Tertiary qualification in Information Technology or similar

Mandatory Knowledge and Skills:

Demonstrated ability in supporting hardware & software for Windows PC and Apple Mac productsAbility to coordinate with 3rd parties as required to organise resolutionKnowledge of WAN / LAN networking infrastructureKnowledge of VoIP technologyKnowledge of server infrastructureAbility to diagnose and resolve hardware and software problemsDemonstrated ability to conduct Q&A to isolate problems for:Apple OS X Sonoma and aboveMicrosoft Windows 10 and 11Microsoft O365Microsoft Office suiteOS X / Windows based applicationsNetwork and network printersAbility to work autonomously and with limited supervision.Ability to create and maintain central knowledge base articles.

Preferred Knowledge and skills:

Aspirational IT Team LeadershipKnowledge of Windows Active Directory DomainKnowledge of Apple Open Directory / Linux Operating SystemsKnowledge of Cisco Networking SystemsKnowledge of Uninterruptable Power Supply (UPS)

Mandatory experience:

Minimum 5 years' experience in IT industry / last 2 years+ working for an IT company

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, nationality, gender, sexual orientation, age, or disability status.

What Happens Next?

Once we've received your application and If we think you could be a good addition to our team, we will give you a call and from there you'll cruise through our recruitment process.

Location:

AUS Brisbane - 288 Edward St, Lvl 14

Language Requirements:

Time Type:

Full time

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