IT Support Engineer

This role ensures smooth IT operations by providing desktop support, managing IT assets, and overseeing network and systems administration. This role involves troubleshooting, implementing technical changes, and coordinating IT services across multiple sites.
Responsibilities of the role are:
Desktop Support and Helpdesk Services

Provide hardware support, including setup, maintenance, and troubleshooting for PCs, mobile devices, tablets, and printers.
Deliver Level 1 and 2 helpdesk support for Windows 10/11, resolving technical issues efficiently.
Set up and manage PC workstations, ensuring optimal performance and user satisfaction.

IT Asset Management and Procurement

Manage IT asset procurement, ensuring timely acquisition of necessary hardware and software.
Maintain an accurate inventory of IT assets, tracking usage and lifecycle management.
Create and update technical documentation related to asset management and system configurations.

Network and Systems Administration

Monitor and troubleshoot network performance, ensuring stability and connectivity across all sites.
Administer Office 365 and Microsoft Azure environments, including account management and troubleshooting.
Manage domain controllers and server environments, ensuring smooth operation and security compliance.

Field Service and Change Management

Conduct field trips to various sites for implementing technical changes and hardware upgrades.
Coordinate and manage change processes across SPL sites, ensuring minimal disruption to operations.
Manage server cabinet operations, including hardware upgrades and virtualisation tasks.

Skills and Experience

Expertise in hardware support, including setup and troubleshooting of PCs, mobile devices, tablets, and printers.
Proficient in providing Level 1 and 2 helpdesk support for Windows 10/11, ensuring timely resolution of technical issues.
Skilled in IT asset procurement, inventory management, and maintaining accurate records of IT equipment.
Experience in network monitoring, management, and troubleshooting, as well as administering Office 365 and Microsoft Azure environments.
Capable of creating detailed technical documentation and coordinating change management across multiple sites.
Adept at conducting field service visits to implement technical changes and upgrades at various sites.
Competent in domain controller administration, server management, virtualisation, and server cabinet operations.

KPI's

Asset Management and Documentation. Includes:

Create and maintain a UPS register across all SPL sites.
Ensure UPS units are monitored via the network.
Document battery types and warranty details.
Develop a replacement plan for UPS batteries.

Technical Development and Learning. Includes:

Work towards completing an Azure Virtual Machine certification.
Collaborate with the STACS team to understand Linen Hub™ systems.

Keeping abreast of changes in the IT landscape. Includes:

Provide recommendations to the team on hardware and software improvements relevant to SPL.
Identify potential cost-saving opportunities.
Ensure systems are regularly updated to maintain vendor support and compatibility.
Complete MDM enrolment by the end of the year.
Help improve the security and stability of SPL networks.
Help enhance SPL’s network monitoring system.

Project and Task Management. Includes:

Support the Jensen XP PC refresh project.
Stay on top of BAU and fortnightly Planner tasks across production site.