ICT System and Field Technical part-time role in Brisbane, perfect for a 3rd Year Uni Student studying IT. Flexible and real-world experience to launch their career. Possible Full-Time Employment available during University Breaks and after Graduation.
Requirements
- Customer Relations and levels 1 incident management/SLAs
- Maintenance of healthy customer relations
- Advising and preparing quotes on hardware resources for new or upgraded systems
- Monitoring/resolve level 1 issues and SLAs
- Tracking such problems and take reasonable steps to prevent recurrence
- Communicating to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
- Helping to On-board new clients as they are introduced to company
- Creating and updating documentation to include system reviews and recommendations
- Improving customer service, perception, and satisfaction
- Working in a team and communicating effectively
- Escalated service issues that cannot be completed within agreed service levels
- Helping Document internal processes and procedures related to duties and responsibilities
- On-call Support: Be on call once a month for a weekend as per roster
- Consultation: Assess and report on original status of client's systems security and efficiency
- Support senior staff in their advice clients on best practice for system and network administration
- Assist senior staff proposing various solutions for clients
- Develop some Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
- Develop basic knowledge of the service catalogue and how it relates to customer's needs
- Management of the backup and restoration of data
- Implement and monitor an automated backup strategy of essential data within the network
- Periodically verify the backups to ensure integrity
- Periodically review the backup strategy and modify as necessary
- User Administration: Maintenance of user accounts on all network servers
- Fault Prevention and Monitoring: Ensure reasonable steps are taken to prevent hardware and software failure interrupting company operations
- System Upgrades, Installation and Configuration: Help senior staff to plan and implement a hardware purchase policy to assist decisions for hardware purchases
- Ensure hardware and relevant software (including operating systems and applications for company operations) are installed and configured in accord with security, administration and facility (ease-of-use) goals
- Hardware maintenance: Ensure all new and existing hardware is tracked in the hardware configuration registry
- Perform diagnostics and liaise with hardware vendors to fix faulty equipment
- Monitor systems to ensure the registry remains current
- Software maintenance: Ensure that all purchased software is tracked in the software registry
- Ensure all physical copies of software packages are tracked and their current location known at any time
- Monitor usage of limited-license software
- Install and manage a standard operating environment (SOE) for clients
- Apply updates/patches as needed to approved software
- Security: Understand the site security policy based on the customer's requirements
- Implement site security procedures based on the security policy
- Educate staff on how security policy and procedures affect company operations
- Monitor and record any breaches or attempted breaches of the security policy
- Monitor and adjust the site security policy and procedures to ensure continuing adherence to company goals
- System Support: IT support relating to technical issues and project implementation
- Support services for Microsoft-related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
- Support of virtual environments including VMWare, Hyper-V and backup and disaster recovery solutions
- Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Understand and respond to any issue according to the SLA that a customer has chosen
- Respond to users experiencing problems with the configuration of their workstations or the network and its services
- Ensure such problems are resolved adequately
- Track such problems and take reasonable steps to prevent recurrence
- Provide support over the phone, via remote access and onsite as needed
- Accountability: Record all effort in a language understood by the client and administration staff
- Expense claims are to have accompanying receipts and not exceed approval limits
- Responsible for entering time and expenses in ConnectWise as it occurs
- Work through a daily schedule in ConnectWise that has been established through the dispatch process
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
- Enter all work as service tickets into ConnectWise
- Training and Professionalism: Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
- Join a professional organisation (ITPA or SMBIT-pro etc) (fee paid by Network Overdrive)
Benefits
- Part-time role
- Flexible schedule
- Possible Full-Time Employment available during University Breaks and after Graduation
- Job located in Brisbane, QLD, Australia
