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vor 1 Monat
IT DESKTOP SUPPORT INTELLIGENCE & CYBER INTERNATIONAL (ICI) EIGHT MILE PLAINS, BRISBANE The Opportunity: The IT Support Officer serves as the first point of contact for IT support, responsible for providing technical assistance and resolving incidents and service requests.
The role covers ITIL-based Level 1, 2, and some Level 3 support, focusing on troubleshooting, diagnosing, and resolving IT-related issues.
Additionally, the IT Support Officer plays a key role in stakeholder management, supporting VIP executives and meeting room technology.
The position offers exposure to a large, complex corporate environment, covering operations across Australia and the region, and provides access to valuable training opportunities.
Key Responsibilities: First-Point Contact: Act as the initial point of contact for all IT-related issues and service requests via phone, email, MS Teams or ServiceNow.Incident Management (ITIL): Handle Level 1 incidents and Level 2 issues, following ITIL practices.Level 3 Support: Manage some Level 3 responsibilities, including advanced troubleshooting of specialised software before escalating further if required.Ticket Escalation & Triage: Triage all tickets at your location and escalate unresolved or highly complex tickets to appropriate IT teams (e.g., network or systems administrators) or the IT Manager.Service Request Management: Manage service requests such as software installations, hardware deployments, and account provisioning.VIP Executive Support: Provide dedicated IT support to VIP executives, ensuring swift resolution of technical issues and excellent customer service.Meeting Room Technology: Maintain and support meeting room equipment, including audio-visual systems, video conferencing tools, and collaborative technologies to ensure seamless meeting experiences.Purchasing & Vendor Management: Manage the purchase, installation, configuration, and maintenance of computer equipment and peripherals, supporting software applications.
Liaise with suppliers, and warranty services as required.Knowledge Base Contribution: Regularly contribute to the IT knowledge base on SharePoint, creating and updating internal documentation, FAQs, and user guides for common and complex issues.Implementation Support: Assist in the implementation of IT solutions, including drafting procedures, diagrams, and user guides.Process Improvement: Develop new ideas and methods to enhance current processes, focusing on saving time or improving service quality.Research & Recommendation: Research and recommend new computer equipment, system upgrades, and technologies to improve IT infrastructure and services.Automation & Efficiency: Use and recommend automation tools, configuration management, and scripts to increase system efficiency and minimise human intervention time.Manufacturing IT Support: Maintain IT-related manufacturing hardware, including touchscreens and embedded Windows systems.Customer Service: Provide timely and effective support to end-users, ensuring a high level of customer satisfaction.Problem Management: Assist with root cause analysis and long-term fixes for recurring issues, contributing to proactive problem management.Adherence to SLAs: Ensure incidents and service requests are resolved within Service Level Agreements (SLAs).Additional Opportunities & Exposure: Exposure to a large, complex and rapidly changing environment, supporting both IT and manufacturing systems.Opportunity to work within the corporate world and collaborate with teams covering all of Australia and the wider region.Access to extensive training opportunities and senior teammates for knowledge sharing and growth.Hands-on experience with automation tools and configuration management practices to streamline IT operations.What you'll bring (job requirements) Diploma in IT Networking (or equivalent qualification).Thorough Understanding of Windows End-User Platforms.Fundamental Knowledge of Microsoft Server Administration (including DNS, DHCP, Group Policy Objects, and Active Directory).Basic Familiarity with Networking Concepts, including Firewalls, Proxy and Routing.Introductory Knowledge of IT Monitoring Systems.Strong Written and Verbal Communication Skills.Positive Attitude with a Willingness to Learn.Taking initiative across all responsibilities, ensuring tasks are driven to completion.
Maintain open communication with customers regarding progress and the status of requests or tasks, while proactively addressing any challenges to ensure timely delivery.Australian Citizenship with the ability to obtain a Defence Security Clearance.Desirable: Knowledge of Windows 10/11 Deployment (using MECM).Fundamental Understanding of Scripting and Automation (e.g., PowerShell).Experience in a Security or Quality-Focused Environment.Proficiency in Writing Procedures and Work Instructions.About Us L3Harris Space and Airborne Systems Australia is a Brisbane based subsidiary of L3Harris and part of our ICI Division.
We provide design, manufacture, integration and sustainment of advanced electronic warfare components and subsystems using cutting edge wideband radio frequency and photonic technology.
We are a trusted, sovereign design and production partner to the Australian Department of Defence and an established exporter to global defence primes.
L3Harris Technologies is proud to be an Affirmative Action/Equal Opportunity Employer.
We are committed to maintaining a workplace that is free from unlawful discrimination and offers equal opportunities for all.
Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.
A few of our employee benefits are: 5 weeks annual leave.Flexible working hours and hybrid working where possible.Flexible annual leave (buy & sell up to 2 weeks).Salary continuance insurance (SCI pays 75% of base salary and bonus for up to 2 years).Discounted private health insurance.Life & Total Permanent Disability Cover.Novated Car Leasing.Salary Sacrifice.Half day Fridays.Important to know Due to the nature of our work many of our roles require an Australian nationality and the ability to obtain a security clearance.
Applicants who accept a conditional offer of employment must meet eligibility.
Eligibility and clearance process information can be found at; security/clearances/about/overview
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