Specsolutions | It Infrastructure Support Specialist | Australia
vor 1 Monat
Help Desk & IT Support (Information & Communication Technology)
Full time
At Clayton's, we design, manufacture, supply and install kitchens, stone benchtops, outdoor kitchens and wardrobes of the highest quality.
With a state-of-the-art facility spanning 15,000 square meters and a dedicated skilled professionals, we have been serving the Australian building and renovation industry since 1982.
Position Summary:
The IT Infrastructure Support Specialist will play a crucial role in ensuring the seamless operation of Anmar Group's IT systems and infrastructure.
The role involves providing Tier 1 and Tier 2 support to employees, maintaining hardware and software systems, troubleshooting network and application issues, and ensuring minimal downtime.
Key Responsibilities:
Technical Support & Issue Resolution:
Provide first-line support for technical issues, including hardware, software, and network troubleshooting for onsite and remote employees.
Perform system installations, configurations, and upgrades for desktops, laptops, printers, and mobile devices.
Manage user accounts, group policies, and Active Directory operations.
Resolve application-related issues, including ERP systems, Microsoft Suite, and specialised company tools.
System Monitoring & Maintenance:
Monitor network and system performance, proactively identifying and resolving potential issues.
Perform routine maintenance on IT equipment and ensure regular updates for antivirus, backup tools, and other critical software.
Maintain an up-to-date asset inventory for hardware, software licenses, and warranties.
Documentation & Reporting:
Maintain accurate documentation of IT processes, issue resolutions, and system configurations.
Create user guides, technical manuals, and training materials for end users.
Generate weekly reports on ticket status, issue resolution times, and system performance metrics.
Work closely with external vendors and service providers to ensure system reliability and timely issue resolution.
Collaborate with team members to identify and implement improvements to IT processes and systems.
Assist in planning and executing IT projects, including system upgrades, new installations, and network expansions.
Security & Compliance:
Ensure adherence to company IT policies and security protocols, minimising risks of data breaches.
Conduct regular audits of systems to ensure compliance with organizational and regulatory standards.
Qualifications and Skills:
Education & Experience:
Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
3+ years of experience in IT support or infrastructure roles within a complex network environment.
Technical Expertise:
Strong knowledge of Windows Server environments, Active Directory, and Group Policy management.
Proficiency in troubleshooting networking issues, including LAN/WAN, DNS, DHCP, and VPNs.
Experience with ERP systems, SQL databases, and system monitoring tools.
Familiarity with virtualisation technologies and cloud platforms.
Skills & Attributes:
Excellent problem-solving and analytical skills with a focus on timely issue resolution.
Strong communication skills to interact effectively with team members, vendors, and end users.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Self-motivated and proactive in identifying and addressing IT needs.
Key Performance Indicators (KPIs):
Ticket Resolution: 95% of Level 1 tickets resolved within 24 hours and escalation times minimized for Level 2 and 3 tickets.
System Uptime: Ensure 99.9% availability of critical IT systems and infrastructure.
User Satisfaction: Achieve a minimum satisfaction score of 90% in internal user feedback surveys.
Documentation Accuracy: Maintain 100% compliance in updating and maintaining IT documentation.
Incident Response Time: Respond to high-priority incidents within 30 minutes of notification.
Success Measures:
Operational Efficiency: Ensure seamless IT operations across all locations, minimizing downtime and disruption.
Team Collaboration: Proactively support other departments to align IT services with business needs.
Innovation & Scalability: Contribute to the company's IT roadmap by suggesting and implementing scalable solutions.
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