Technical Support Analyst

About the Opportunity

Asplundh Australia are seeking a dedicated Technical Support Analyst to join a positive environment within the Information Technology team in Geelong, Victoria. The successful candidate will be responsible for providing on-site Technical Support to our end users for all operational systems, applications, and the business network. This full-time permanent role will offer the right candidate an opportunity to grow through participation in cutting edge projects that enhance the utilisation of technology across the business.

Responsibilities

• Provide Technical Support to non-technical end-users, troubleshooting hardware and software issues.
• Collaborate with cross-functional teams to design and implement IT solutions.
• Develop documentation, knowledge base articles and SOPs to streamline support processes.
• Participate in planning and execution of IT projects.
• Perform regular system performance monitoring, analysis, and optimisation of servers, computers, and mobile devices.
• Regular customer engagement and handling priority activities or incidents based on urgency and impact.

Skills and Experience

• Diploma in Information Technology (at a minimum) or equivalent experience.
• 3-5 years’ experience in a similar role.
• Experience with the diagnosis/support of Windows Desktop based problems via remote access, phone, and in-house support to clients.
• Capability to manage, support and resolve issues with:
  • Windows OS 10, 11, Server 2012-2022
  • MDM (Sophos, ManageEngine, Intune, Absolute)
  • VOIP Telephony (3CX)
  • On-Prem AD & Azure AD Management, File and Folder permissions. 
  • M365 – Exchange Online, Teams, SharePoint, Security & Compliance
  • Mobile devices including Apple iPads, iPhones, and various Android devices.
• Experience with SaaS products such as: 
  • Actiond
  • Traffio
  • NearMap
  • Monday.com
  • Gearbox
  • ITGlue
• Documentation & process improvement of IT systems, policies, and procedures
• Strong customer engagement and stakeholder management capabilities
• Ability to work as a team and autonomously. 

Additional Information

• The role is full time based at our Geelong Victoria office.
• Travel will be required to offices in regional areas around Victoria, or around Australia, so a Drivers License will be required.

What we’ll offer you

• Supportive team environment
• Competitive remuneration
• Career advancement opportunities