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Form of workFull time – Permanent
The Bowen Rail Company is Queensland’s next-generation rail business, created to transport Queensland’s high-quality resources for export to the world.
As our name suggests, the business is head-quartered in Bowen, North Queensland, drawing on the highly skilled rail and resources sector expertise that resides in our region. We have an experienced leadership team and are committed to providing employment opportunities in Bowen for suitable candidates.
Bowen Rail Company is seeking an enthusiastic and dynamic individual to join our ICT Team. Reporting to the ICT Manager - Operations, Infrastructure & Technology, you will be responsible for providing 2nd and 3rd-level technical assistance and support. The position is based in Bowen and will work with collaboration across the small ICT Team located throughout Queensland. Occasional travel to other business locations may be required. We highly value candidates with prior experience in remote technical support and those who have worked in external Desktop Support or senior helpdesk technician roles.
Key Accountabilities:
- Be the first point of contact for incoming service requests via telephone, web portal, email, and chat, ensuring prompt and courteous resolution of end-user issues.
- Action and manage service desk tickets within SLA.
- Manage and coordinate service desk tickets for our remote team.
- Manage and maintain IT assets, keeping details current and updated.
- Document the incident-solving process, recording all decisions and actions taken until final resolution.
- Provide second-level support for both new and existing ICT issues.
- Diagnose and troubleshoot technical problems, both remotely and in-person.
- Assist in deploying, installing, and end user devices (computers, phones, etc).
- Perform hands-on fixes including hardware (computer, AV and other) repairs, delivery of peripherals, or other fixes as determined
- Exhibit expertise in developing, managing, and maintaining Microsoft 365 environments.
- Demonstrate advanced knowledge of Active Directory and Azure AD (Microsoft Entra ID).
- Manage Windows Server Technologies, including DHCP, DNS, AD/FS, and HyperV.
- Understand and have knowledge of Microsoft Cloud Technologies, such as Teams, SharePoint, Security and Compliance, and Azure.
- Proficiency in Networking Technologies, with a strong preference for Cisco Meraki experience.
- Understand Cloud-Based Technologies, including Dropbox, SharePoint, OneDrive, and other SaaS solutions.
- Engage in training, knowledge sharing, and advising within the organisation.
- Provide exceptional customer service with a commitment to success.
- Conduct comprehensive IT systems audits and develop necessary procedures and manuals.
- Exhibit strong interpersonal, negotiation, written, and verbal communication skills.
- Possess excellent organisational skills and attention to detail.
- Thrive as an independent worker in a fast-paced environment.
- Be willing to be hands-on and tackle tasks of varying complexity, from level 1 support to project ownership.
Our Ideal candidate will bring the following to the role:
- Previous experience working with Networks, Desktops, and Servers (Helpdesk experience is also beneficial).
- Demonstrated experience in supporting LAN and WAN infrastructures.
- A basic understanding of and ability to support the mentioned technologies (ITIL).
- Exceptional communication skills, both written and verbal, with a professional phone manner.
- Proven ability to work autonomously while collaborating effectively within the ICT Team.
- Successful experience in Windows and Virtual environments.
- Advanced knowledge in supporting PC software applications, especially the Microsoft Office Suite.
- Relevant qualifications in Information Technology or a related field.
- An unrestricted Australian open ‘C’ Class Drivers Licence.
What We Can Offer:
- The opportunity of a lifetime to support with the establishment of a new rail business in Queensland.
- A company that invests in you and your career development
- Competitive remuneration package including remote area housing salary sacrifice
- Relocation Assistance
- Employee Assistance Program (EAP)
- Work/Life harmony to enjoy your leisure time surrounded by the beautiful Whitsundays.
Please note that pre-employment screening applies to this position which includes psychometric assessment, pre-employment medical, qualifications and reference checking.
Please APPLY NOW and submit your application to our careers site
Applications close: 9th of February 2024
