End User Technology Operations Engineer

Our story:

We provide managed and hosted software solutions, including business processing services, across several countries, including Australia, New Zealand, United Kingdom, Canada, and India. In Australia, our products, IT systems and services are primarily used by state governments to manage public housing and in emergency response call centres.

Using the internet, mobile and emerging technology, we are designing new tools that maximise the positive experience people have of critical services and helping to make sure they are safer, healthier, better managed, and able to organise their life on the go.

Working closely with our customers we define needs and work intelligently to continuously improve our software products and data management.

Our software underpins the performance of our customers as they serve their customers. Our constant focus is making sure our software is stable, efficient, and secure.

About the position:

We are looking for an enthusiastic team member to help keep our laptops, phones and local networks up and running. With good problem solving and people skills, you will be supporting our internal teams keeping our major customer applications and environments up and running with triage and trouble shooting for repair or configuration. 

This role is an all-rounder who will pick up a problem and work across the technology stack to find a solution and keep the wider workforce moving productively while maintaining a secure posture and protecting our environment. As part of a broader, global team, you will contribute to organisational standards through the issues you find and the lessons learned and implement those standards across our teams in Australia and New Zealand.

This includes to:

• Support a diverse technology environment that includes desktop class applications, desktop class and mobile class hardware (and their respective operating systems), their associated productivity suites and peripherals.
• Work with international staff to develop, deploy, maintain, and support an enterprise level standard operating environments (SOE), or locally sanctioned approved exemptions.
• Log, retrieve, update and monitor all related service desk tickets to ensure timely resolution.
• Provide onsite and remote technical support to staff.
• Facilitate and maintain corporately sanctioned access to LAN and staff IT assets.
• Facilitate and maintain local VOIP assets and infrastructure for the Sydney office.
• Facilitate local and vendor change requests and projects within the ANZ environment.
• Patch and maintain local infrastructure and equipment.
• Proactively review the technology landscape and business IT processes and offer appropriate and constructive suggestions and solutions for change.
• Participate in user on-boarding, off-boarding and equipment cycling, including asset inventory management / asset lifecycle.
• Provide support to international End User teams (including New Zealand, United Kingdom, Mumbai) to action those out of (international) hours support tickets.
• Participate in corporate certification initiatives, including ISO 27001 (ISMS) and ISO 9001 (QMS) audits.

Personal Qualities, Skills and Experience:

A dynamic people-oriented End User Technology Operations Engineer that encourages and drives a culture of excellence, co-operation, and collaboration of stakeholders across international boundaries, by providing high level advice and technology leadership in relation to the desktop computing ecosystem (including documentation) and agreed outcomes.

This includes demonstrated experience in high quality 1st and 2nd level support outcomes.

Also, where possible:

• At least 2 years technical support experience.
• Cultivate and nurture quality working relationships with our internal customers and vendors.
• High levels of organisational and time management skills and capable of dealing with interdependent technology outcomes and their associated issues simultaneously.
• Experience managing a UEM and/or MDM.
• Experienced user of Microsoft Office productivity tools (including Project, Word and Excel).
• Ability to produce accurate, quality documentation and presentations.
• Experience using remote access tools.
• Exposure to collaboration and/or defect management tools.
• Excellent negotiator with high quality commercial awareness.
• Exposure to Oracle technologies in enterprise environments.
• Proven ability to manage self positively and remain focused and productive under pressure.

Preferred qualifications:

• Industry certifications highly desirable, including Microsoft Certified Desktop Support Technical (MCDST) and CompTIA A+ / N+.
• Possess an understanding of the ITIL Service Management Framework and its practical execution within IT delivery outcomes.
• Possess an understanding of ISO 27001 (ISMS), ISO 9001 (QMS) and ISAE 3402 (SOC 2) in a professional services delivery context.

Benefits:

• Training and development are available in other business aspects.
• Flexible working arrangements are available.
• Work with a broad range of evolving and innovative technology and solutions.
• Enjoy challenging and rewarding work that supports societal improvement.
• Additional paid leave over the Christmas holiday period.

How to apply: 

If this position sounds like it might be for you, then please send us your resume via SEEK. Applications will be treated in the strictest confidence. If you need to contact us about any adjustments to the recruitment process, please telephone the Corporate Services Manager on (02) 9188 5***.

Applicants successful in gaining an interview will be notified within 14 days. 

We are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal and Torres Strait Islanders.

No third parties or agencies, please.