ICT Systems Support Officer

Digital Service Support Officer
Are you solutions focused and have a passion for solving people's IT issues? Be part of our ICT team based in Mudgee

• Full time permanent opportunity with generous well-being program
• Work for ASX listed mining organisation
• Based at Moolarben Coal Operations mine site in Mudgee, onsite 5 days a week

Who are we?
Welcome to Yancoal. For nearly 20 years, we have been supporting the prosperity of Australia. With over 4,500 people working across our operations, our team is made up of experts in their field. From engineers to operators, to environmentalists, surveyors, tradespeople, accountants, marketers and beyond - we are proud of our people and everything we achieve together as One Yancoal. Yancoal Australia now owns, operates or participates in nine producing coal mines across NSW, Queensland and Western Australia.
What does it look like to work at our Moolarben site?
Mudgee: Just a 3.5 hour drive north-west from Sydney, and one of regional NSW's fastest growing areas, the Mudgee Region provides many reasons to relocate with great lifestyle benefits and the opportunity to escape the hustle and bustle of city life. More than 25,000 people call the region home and genuinely love that they live in this welcoming, dynamic, business-friendly, and family-friendly community. Mudgee Region residents are privileged to live in one of the most blessed regions in Australia with outstanding tourist delights, investment opportunities and lifestyle attractions. Add to this breathtaking natural beauty, fine wine, locally grown food produce and a real community with heart and soul; it's a perfect lifestyle envied by others. Checkout what Mudgee and the region has to offer here
Moolarben is proud to employ over 800 people across its operations with our people being at the heart of our business and our greatest ambassadors. Our ongoing commitment is providing a workplace where our people feel engaged, proud, and trained to do their job and do it well. The Moolarben Coal Complex is located approximately 40 kilometres north of Mudgee in the Western Coalfields of New South Wales (NSW). Operating 24 hours a day, the Moolarben Coal Complex comprises of open cut and underground mining areas.
What does your daily life look like at Yancoal?
As a Digital Service Support Officer you will provide efficient and effective remote and onsite IT service delivery to Yancoal employees within the guidelines set out by the Yancoal ICT groups.
Your responsibilities include :

• Provide Onsite Technology support to the Moolarben Coal Operation and other Yancoal sites and offices as directed.
• Responding to requests for assistance with IT systems and equipment in a timely manner.
• Support of all local Desktop, Laptop, Printer, Audio Visual and Telephone devices across Yancoal.
• Administration of onsite server and network infrastructure as directed by Yancoal IT Infrastructure group.
• Provision of Desktop and Laptop builds.
• Liaise with external vendors and service providers for hardware and software queries.
• Generation and escalation of IT Support requests and incidents in the Service Desk management tool.
• Prioritise client incidents and requests according to business impact and setting the ticket severity appropriately.
• Communicate and escalate high severity issues as appropriate.
• Track and maintain the progress of Service desk requests and liaise with relevant parties
• Maintain up to date documentation of local IT environment.
• Follow and participate in Yancoal IT Change control procedure.
• Participate in relevant site or team based ICT meetings as needed

What do you need to be successful in the role?
To be successful in the role you will require the following skills:
Qualifications:
Relevant tertiary qualifications and/or experience of an intermediate Systems Support Officer is required. This is not an entry level role.
Skills:

• Ability to work both in a team and autonomously.
• Excellent phone manner
• High level customer service skills with the ability to understand the customer's needs and manage expectations.
• Server backup and virtualisation technologies, strategies and operation
• Remote support technologies
• Operating and maintaining IP and traditional PABX Telephony systems
• Basic to intermediate network troubleshooting skills
• Current Driver's License and ability to drive.

Experience:

• Minimum 5 years experience in a 1st/2nd level support role
• Windows 10/11, Office 365, Active Directory, SCCM and Server Administration
• Knowledge or experience with Cisco Meraki desirable
• Knowledge or understanding of VMWare product desirable.
• Knowledge or understanding of Carbon Black desirable.
• Knowledge or understanding of Mimecast desirable.
• Mining industry experience highly regarded.
• Knowledge of Mining Technology systems highly desirable, Fleet Management, Pit Networks etc.
• Knowledge of SCADA in particular Citect platforms desirable
• Knowledge or understanding of interaction between corporate and control networks desirable.
• Knowledge of the mining industry and basic aspects of pit to port process desirable
• Knowledge of SAP or mining applications and systems desirable

Benefits
We offer competitive remuneration packages for our roles

• A vast range of retail discounts including major department stores, cinemas, restaurants
• Subsidised corporate health insurance for you and your family
• Financial assistance and study leave for relevant qualifications
• 18 weeks paid parental leave with no waiting period
• Multiple types of flexible work arrangements
• Access to financial advice from a leading bank
• Salary Continuance and Life Insurance Cover
• Salary sacrifice options, Service recognition rewards, Employee Assistance Programs

Yancoal values diversity and inclusion and encourages applications from people with diverse backgrounds including First Nations people, people with disability, people from diverse cultural and linguistic backgrounds, and people that identify as LGBTQIA+.
If this is sounding like what you might be looking for in your next role apply today to start an exciting new journey with us.
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