Information Technology Support Officer

IMDEX

Key Responsibilities

• Provides Level 1 and Level 2 technical support across all IMDEX solutions defined in the Service Catalogue.
• Provides Incident Resolution and Service Request management to meet or exceed customer expectations.
• Securely maintains the ICT Operational and physical environments in line with corporate security policies, standards, and work practices.
• Monitors, diagnoses, and fixes technological problems with guidance.
• Analyzes data trends for use in reports to help guide decision making with guidance.
• Navigates conversations with frustrated or unhappy customers at an intermediate level.
• Connects with customers to strengthen relationships and meet their needs through positive customer experiences at an intermediate level.
• Employs a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution at an intermediate level.

Leadership and People

• Challenges peers or superiors when necessary, discussing consequences of unacceptable behavior and offering alternative solutions.
• Delivers on promises, takes accountability when things go wrong, and looks for ways to improve.
• Calls out poor behavior observed at all levels of the organization respectfully and constructively.
• Builds partnerships and works collaboratively with others to meet shared objectives.
• Listens actively and demonstrates the ability to separate the person from the problem, bringing objectivity to the situation.
• Seeks and provides regular feedback to learn and grow.

Health, Safety and Environment

• Takes reasonable care of self and others in the workplace and complies with relevant legislative requirements and IMDEX QHSE policies and procedures.
• Wears, uses, and maintains provided Personal Protective Equipment and reports any unsafe practices or conditions.
• Takes reasonable care to ensure own acts or omissions do not adversely affect the health and safety of other persons.

Risk and Compliance

• Contributes to the identification of risks and compliance requirements relevant to own scope of work.
• Applies risk management and regulatory compliance processes to own scope of work.
• Promotes positive risk and compliance behaviors within own scope of work.

Qualifications, Skills & Experience

• Tertiary qualifications in Computer Science, Computer Systems, IT, or a similarly related field.
• Proficiency in documentation of technical processes with strong attention to detail and presentation.
• Experience providing 1st and 2nd level product and technical support.
• Excellent written and verbal communication skills.
• General ICT network management experience (DNS, DHCP, VPN, etc.).
• Ability to resolve hardware and software faults.
• Well-developed interpersonal skills and ability to work under pressure.
• Experience with Remote support tools.
• Professional and engaging customer-facing skills.
• 6+ months of experience in software support and/or technical support of web, mobile, cloud, or desktop systems.
• Experience in a Service Desk environment and ITIL support processes.
• Experience in mobile platform support – iOS and Android.
• Positive attitude and a strong work ethic.

Desirable

• Experience in the mining technology industry.
• Strong technical knowledge of MS Office 365 including Outlook, Office, and Active Directory.
• Experience with LAN/WAN diagnostics and working with Cisco Phone Systems.
• Experience and knowledge of VMware and Hyper-V.
• Knowledge of Microsoft Azure.