Are you our next IT Support Specialist ?

Position Overview

Internal Duties 

• • IT Support and Maintenance: 
  • Provide first-line and second-line technical support to internal staff for hardware, software, and network issues. 
  • Troubleshoot and resolve incidents promptly to minimise downtime. 
  • Manage and maintain internal IT systems, ensuring high availability and performance. 
  • Document and update IT support processes and issue resolution details. 
• • System Monitoring and Maintenance: 
  • Proactively monitor servers, networks, and IT systems to detect anomalies or potential issues. 
  • Manage performance and capacity monitoring tools to optimise resource utilisation. 
  • Ensure regular patch management, updates, and backups of critical systems. 
• • Password Management: 
  • Oversee the organisation’s password management tools and enforce password policies. 
  • Assist staff with password resets and ensure secure authentication practices. 
  • Regularly review and update password management processes to align with security best practices
• • Staff Onboarding and Offboarding: 
  • Ensure timely setup of IT accounts, email, and access to required systems for new hires. 
  • Manage the deactivation of IT accounts and secure data handovers during offboarding. 
  • Collaborate with HR and managers to maintain smooth transitions for staff changes. 
• • External System and Subscription Management: 
  • Manage access to external systems such as websites, social media platforms, and third-party tools. 
  • Oversee external subscription accounts, ensuring timely renewals and cost optimisation. 
  • Regularly audit and update permissions for these systems to ensure security. 
• • Access Management: 
  • Implement and enforce role-based access control (RBAC) policies across internal and external systems. 
  • Perform periodic access reviews and audits to ensure compliance and security. 
  • Address access-related issues promptly and document changes. 
• • Application Maintenance: 
  • Maintain and troubleshoot company-specific applications to ensure optimal performance. 
  • Manage updates, patches, and compatibility testing for critical applications. 
  • Liaise with vendors for support and customisations as required. 
• • System Training: 
  • Provide training to staff on the use of Office 365 applications, including Teams, Outlook, and SharePoint. 
  • Develop and deliver training sessions for other internal systems to improve staff proficiency and efficiency. 
  • Create user guides and documentation for commonly used systems and tools. 
• • ISO 27001 Compliance: 
  • Assist in implementing and maintaining controls to align with ISO 27001 standards. 
  • Perform risk assessments and ensure mitigation measures are in place. 
  • Maintain documentation required for compliance, including asset inventories, risk registers, and policy updates. 
  • Conduct regular internal audits to ensure adherence to ISO 27001 frameworks. 
• • IT Security Management: 
  • Oversee endpoint protection, firewalls, and other security measures to safeguard company assets. 
  • Monitor for and respond to security incidents and vulnerabilities. 
  • Educate employees on IT security best practices and conduct periodic awareness sessions. 
• • Project Implementation and Collaboration: 
  • Support IT infrastructure projects, including hardware upgrades, software rollouts, and new technology implementations. 
  • Collaborate with external vendors and internal teams to optimise IT solutions and performance. 

Customer-Focused Duties 

• • Client Support: 
  • Act as the primary contact for clients using systems such as CTMS and Microsoft Dynamics 365. 
  • Investigate and resolve client-reported technical and functional issues promptly. 
  • Maintain regular communication with clients to provide updates on issue resolution. 
• • System Maintenance and Monitoring: 
  • Conduct system health checks to identify and address potential issues. 
  • Apply updates, patches, and configuration changes as needed. 
  • Ensure data integrity and system performance by monitoring logs and reports. 
• • System Documentation and Training: 
  • Develop comprehensive system documentation, including system architecture, configurations, workflows, processes, user manuals and troubleshooting guides. 
  • Provide training and guidance to clients on system features, best practices, and updates. 
• • Client Relationship Management: 
  • Engage with clients to understand their business needs and recommend solutions. 
  • Identify opportunities for additional projects or enhancements to their systems. 
  • Set clear expectations with clients regarding timelines and deliverables. 
• • Implementation and Support: 
  • Assist with system configurations, customizations, and integrations during client implementations. 
  • Collaborate with internal and client teams to test and deploy new features. 
• • Application Testing: 
  • Conduct thorough testing of client-specific applications to ensure functionality, performance, and user experience. 
  • Collaborate with clients to define test scenarios and ensure alignment with their business requirements. 
  • Document testing outcomes, report issues, and assist in resolving them before deployment. 
• • Compliance and Reporting: 
  • Ensure client systems comply with data security and regulatory requirements. 
  • Generate and analyze reports to provide actionable insights to clients.

Experience, Knowledge and Qualifications

Other Employer Requirements

• Must hold Australian work right
• National Police Clearance