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Form of workThe Associate Systems Engineer is responsible for providing high quality ICT services to internal Infoxchange staff and external Infoxchange clients. The ITSC team primarily provides installation, management and support services for computers running Microsoft operating systems and software, although some Mac and Linux workstations are also supported. Services include:
- Managed support services - remote and onsite support of desktops, servers and networks
- Migration, management and support services for clients who use Online Services such as Microsoft Office 365
- Proactive maintenance
- Design and implementation of ICT infrastructure solutions
- Provision of technical advice and improvement recommendations.
Clients are supported through managed support contracts, projects and casual (as-required) support activity.
Key duties and responsibilities
Service Desk, support & maintenance
- Provide support services to IT Services clients in a professional and positive manner
- Act as a technical escalation point for the IT Services team on key:
- Microsoft technology (AD, Entra, Azure, Exchange, O365, etc.)
- Network & server infrastructure
- Undertake server maintenance activities
- Provide quality & appropriate technology advice to Infoxchange clients.
Customer focused project services
- Implement and support project activities including:
- Microsoft cloud services
- Domain & DNS management
- Project technical support
- Documentation and administrative activities
Improve services & capability
- Achieve utilisation targets
- Suggest improvements to Infoxchange processes, procedures and work-practices
- Maintain and update documentation
- Collaborate and share knowledge and experience with other Infoxchange staff
About You
- Knowledge and experience implementing and supporting:
- Windows personal computers
- Microsoft O365 cloud based services including Exchange Online
- Microsoft Windows Server and Active Directory
- Experience migrating clients to Office 365
- An understanding of network services such as VPN, DNS and DHCP configuration, and general application / server performance diagnosis
- Experience with Microsoft Teams and Microsoft Azure is also desirable
- Drivers licence
- Outstanding customer service ethic
- Self-starter who demonstrates initiative
- Ability to quickly learn new concepts and techniques
- Ability to troubleshoot and resolve complex problems
- Ability to think logically and clearly under pressure
- Attention to detail and time management
- Excellent verbal and written communication skills
- Ability to work autonomously and work in a collaborative team environment
- Be passionate about the non-profit sector
- Enjoy working with people and organisations to get the best out of technology
