AddressCompany Description
Damstra is an Australian-based global provider of integrated safety solutions for workforce management, and is now part of Ideagen, a global leader in software solutions for regulated and high compliance industries.
Ideagen and Damstra share values and a common goal to provide software that helps organizations of all sizes operate safely, efficiently, and effectively to help them meet regulatory requirements, mitigate risk and achieve excellence in their operations.
We are entering a new phase with great energy and excitement as Ideagen Damstra, where we continue to introduce cutting-edge solutions, redefining industry standards, and creating safer, more efficient workplaces.
Join us as we go through a period of significant and exciting change which presents huge opportunities ahead!
Job Description
Based in our Rutherford office and reporting to the Service Delivery Team Lead, this is a customer centric position where you will oversee configuration, testing, troubleshooting and incident management of technical queries, system errors in relation to Ideagen Damstra proprietary hardware and software that are supplied to our clients.
Other responsibilities include but not limited to,
- Document technical procedures and guides.
- On site visits for break fix of hardware and installation of new hardware
- Manufacturing Ideagen Damstra proprietary hardware (access control with turnstiles, maglocks, boomgates, and also wearables and ruggedized devices)
- Liaising with internal and external parties for support on incidents, following process to ensure that incidents are actioned in a timely manner, clients remain updated, and progress is tracked.
- Level 2 and beyond troubleshooting, diagnosis and resolution of incidents that are reported to the service desk. In cases where incidents cannot be resolved in a timely manner, escalate incidents to the appropriate team for actioning.
- Participating in 24/7 on-call roster on a rotating basis. When necessary, travel to client sites, interstate and internationally as required.
- Software deployment and testing of new releases, bug fixes, feature enhancements.
- Network and device proactive alerting and monitoring
- Familiarity with following ITIL processes – incident management, change and release, problem management, asset management.
- Advanced data analytics, report building, internal KPIs, external SLAs.
- Working with databases and SQL
Qualifications
To be successful in this role, you will have good communication skills with the ability to work autonomously and handle multiple high priority tasks simultaneously. You can prioritise and organise tasks in a fast-paced environment where priorities often change and need to be reassessed.
You have a service-oriented approach, able to establish and maintain good relationship with our customers and clients. Pre-existing IT helpdesk service experience or field technical support experience with demonstrated knowledge of ITIL, Networking, IT Hardware, Mobile Device Management and Microsoft Endpoint Management Technologies will be highly desirable but are not required.
Our ideal candidate will have a great attitude to learning, flexible, and an interest in a career in IT with a fast growing company.
Additional Information
What we offer:
We are a diverse, inclusive, collaborative and transparent organisation and live and breathe our core values. Ideagen Damstra is an organisation that is proud of its great people. We believe in the opportunity to recognise and develop great talent and offer many diverse opportunities for career advancement.
This is a great opportunity to join a friendly and supportive team, and we offer career development and continuous learning as well as competitive salary to the right candidate.
Sounds like a right fit? Please follow the prompt to apply online and we’d like to hear from you. https://damstratechnology.bamboohr.com/careers/41?source=aWQ9MjQ%3D
Damstra Technology is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.
Damstra Technology is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, or any other status or characteristic protected by applicable law.
