Address- Employer of Choice; values driven with people-first mindset
- Genuine recognition for your effort & contribution
- Growing IT team and business with a UK parent company
- Fun, social & supportive culture; fitness challenges, charity drives & cultural events
Citation Group is a group of businesses focused on making sure other businesses maintain compliance within Australian and New Zealand employment law and recognised as among the best in Australia. Our friendly, talented and professional business pit crew covers everything from HR, Training and Workplace Law to Work Health & Safety and ISO and NDIS certifications.
We provide our employees an enviable work environment and culture with progression and learning opportunities which has resulted in being recognised as an Employer of Choice for seven (7) consecutive years. Our working environment is fast-paced and focused with multiple teams and business units interacting and engaging collaboratively, from our offices and remote locations.
The opportunity
This brand-new role will see you reporting to our Group IT Manager and part of a growing in-house team that will provide day-to-day operational IT support to employees across the business. As a key member of our local technology team, your knowledge, experience, responsiveness and pro-active mindset will be critical to ensuring our operational IT agenda and day-to-day activities.
If you’re looking for a new and exciting challenge in a rapidly growing business, working alongside colleagues who are supportive and collaborative, this is a career defining role to jump into contributing quickly and developing your career.
Your responsibilities will include (but not limited to)
- Offering Level 1 and Level 2 solutions to Citation Group employees
- Coordinating solutions with colleagues within the IT team
- Taking the lead with onboarding of new employees to ensure user devices are configured and set up in a timely manner
- Taking responsibility for employee offboarding and ensuring that devices are collected back from users
- Procurement of hardware as directed and approved by the IT Manager
- Manage vendor escalations including working with 3rd party vendors to resolve issues
- Assisting with and collaborating with other team members to implement new solutions
- Maintain and update IT documentation
- Confidently troubleshoot and investigate issues and then escalate issues to Level 3 teams for further investigation
- Confident and experienced in troubleshooting issues for a broad range of colleagues including Executives and senior leadership
- Work collaboratively as a Team with other Team Members
- Identifying areas of improvement and raising with your team and management
- Build positive and professional relationships with staff onsite to facilitate a collaborative work environment
Our selection process is as much about your cultural fit to our business as it is about specific skills and experience. We are a rapidly growing business with an aggressive acquisition roadmap, so this role presents an exciting opportunity to journey with us through a time of growth, innovation and offering your own personal development. You will impress us with the ease in which you can quickly build positive working relationships, demonstrate a creative and enthusiastic approach to delivering IT initiatives along with a very high work ethic and commitment to achieving excellence. A good sense of humour and a focus on fun won’t go astray either!
We will be considering candidates with the following:
- 12-18 months previous experience in a similar Level 2 support role
- Experience troubleshooting and resolving terminal-based issues
- Exceptional customer service skills and demonstrated experience within a Service Desk environment
- Maintain important records within ticket management system (Fresh Service) efficiently and accurately
- Manage time and workload to ensure that critical tasks are prioritised and carried out and organise/plan for upcoming service tickets and work
- Excellent problem-solving skills and ability to work under pressure.
- Attention to detail and commitment to providing high-quality support.
- Confidently troubleshoot and investigate issues and then escalate issues to our Level 3 teams for further investigation
- Confident and experienced in troubleshooting issues for a broad range of colleagues including Executives and senior leadership
- Any Microsoft certification will be an added advantage
- Experience supporting Cisco network platform (Meraki would be advantageous)
- Experience working with an ITSM tool like Fresh Service is desirable
What’s it like working at Citation Group?
As a values-driven organisation we pride ourselves on operating under 4 core values: Inspired & Innovative, Exceed Expectations, Relationships Matter and We’re Better Together.We recognise the efforts and achievements of everyone involved, no matter how small. We’re a business that strives for excellence, aiming to exceed expectations and make the impossible, possible. We value the relationships we build with clients, suppliers and employees. Our mentoring program has been designed to support our employees and push them to continuously be inspired and innovative. We lead by example but never take ourselves too seriously.With a dedicated Social Committee there are plenty of events and activities to attend and our nominated charities are important to us. We volunteer our time and host regular fundraising events to help causes including cancer research and mental health.
How to apply
Please provide an updated CV and cover letter when applying for this opportunity. We will move quickly to shortlist so don’t delay your application.
