IT Support Officer Navitas Group IT

Transcription

1 IT Support Officer Navitas Group IT Fulltime, Ongoing Navitas is a diversified global education provider founded in 1994 that offers an extensive range of educational services for students and professionals including university programs, English language training and settlement services, creative media education, workforce education and student recruitment. Navitas provides services for over 83,000 people in 23 countries. Navitas is currently seeking an IT Support Officer. The IT Desktop Support Officer is responsible for the provision of information management, technology advice and services to all Navitas businesses and divisions under the direction of the IT Support Team Leader. Responsibility at times will extend nationally with a need to co-operate with interstate Navitas IT Support Officers. The position will be located at the Hyde Park Property in Sydney CBD, and the role will provide a high level of support to the Navitas Group. Essential Criteria Diploma level qualification/s in an IT or related field, or equivalent relevant education, training or professional experience. A proven high calibre of Desktop Support in a Microsoft environment including Microsoft Windows 7, Microsoft Office suites 2013/2016, various SaaS and desktop applications. Exposure and knowledge of network topologies, configuration and hardware. Exposure and knowledge of Active Directory Exposure and knowledge of Group Policy Management Exposure and knowledge of Microsoft System Centre Configuration Manager (SCCM), Application Packaging, SOE Development and Deployment NTFS Security Administration (Security Group Management) Demonstrated ability to problem solve and exercise judgment whilst working independently, at times without supervision, often remotely via telephone and remote desktop. Demonstrated commitment to providing a high level of customer service. Experience working within a Service Desk software environment. Well-developed written and verbal communication skills, including the ability to communicate technical concepts to non-technical staff. Ability to create and update documentation of high quality. Demonstrated ability to use initiative in the work area and to apply new concepts in an ICT development environment. Proven ability to work autonomously. ITIL knowledge

2 Desirable Criteria Experience working with or solid knowledge of one of more Microsoft Server Technologies would be highly advantageous (e.g. Server 2008, Exchange, Project Server 2010, SharePoint, Data Protection Manager, WSUS, etc.) Experience and understanding of Follow Me Printing (eg. Papercut and Bears) SharePoint Services Administration / Setup Experience and understanding of Microsoft SQL Server Administration Experience and understanding of CRM application support/administration (preferably SalesForce) Scripting Language knowledge (e.g. vbscript, PowerShell, SQL) WSUS Management Cisco Networking Skills Experience and understanding of MAC OSX ITIL framework knowledge MCITP, MCTS Certification Personal Traits: Enthusiastic and Energetic. Willingness to contribute to the team. Great attention to detail. A logical problem solver. Aptitude. What we offer An attractive remuneration package will be negotiated with the successful candidate. The Navitas Group offers outstanding long-term career opportunities within Australia and abroad, and is values driven and an equal opportunity employer. Enquiries and applications, including a cover letter and resume, should be sent to Rahul Pissay, Rahul.Pissay@navitas.com Applications close on Friday 9 December 2016 at 5pm (WST). Successful applicants require working rights in Australia, and will be subject to relevant preemployment checks, which may include a National Police Check and/or a Working with Children Check.

3 Position Description Title: IT Support Officer Functional Area: Reports to: Navitas IT IT Support Team Leader 1. Overview and Objectives of the Position: The IT Desktop Support Officer is responsible for the provision of information management and technology advice and services to all Navitas businesses and divisions under the direction of the IT Support Team Leader. Responsibility at times will extend nationally with a need to co-operate with interstate Navitas IT Support Officers. The position will be located at the Hyde Park Property in Sydney CBD. The role will provide and a high level of support to the Navitas Group. 2. Key Relationships: i. Information Technology Services Manager NSW / VIC ii. IT Support Team Leader iii. Regional IT Support Officers / Teams 3. Key Result Areas: Provide timely and effective first and second level advice and support to clients by: i. Monitoring, receiving and responding to helpdesk, telephone, and other requests. ii. Investigating and resolving desktop hardware and software faults. iii. Escalating faults to other technical staff as appropriate. iv. Aim to meet and exceed the required business SLA s. Install and maintain desktop computer systems according to established procedures. This includes: i. Installing and maintaining operating systems, network and application software on desktop computers. ii. Developing and maintaining automated imaging and installation procedures. iii. Replacing desktops and laptops as part of quarterly lease replacement process. iv. Investigating and resolving desktop hardware and software faults. v. Liaising with vendors and warranty agents for repair and resolution of faults beyond the scope of local expertise. Contribute to the administration, maintenance and development of IT systems, according to established procedures. Specifically, this includes: i. Ensuring the accuracy and integrity of the equipment tracking database.

4 ii. Contributing to the maintenance of the business internal knowledge base. iii. Arranging transport of equipment between sites. iv. Creating and updating relevant documentation. v. Undertaking project involvement where possible and contribute to advancement of technology within Navitas. Contributes to the professional standing of Navitas IT as a centre of excellence by: i. Developing and maintaining effective relationships with staff, other divisions and third parties and liaising closely with them. ii. Dealing promptly and effectively with staff, other divisions and third parties on all information management and technology related matters. iii. Apply outstanding communication skills and focus on delivery an exceptional customer service. iv. Willingly take on any other reasonable tasks and responsibilities that may arise. v. Provide reporting and monitoring results as required. Contributes to the maintenance of a safe working environment, within their area of operations, by: i. Maintaining local workplaces that are safe and without risk to health. ii. Ensuring relevant occupational health and safety regulations are complied with at local workplaces. The successful candidate should be open to taking on all reasonable responsibilities required. Staff responsibilities may be varied by Navitas in order to allow Navitas to respond to operational needs or requirements. 4. Qualifications and Selection Criteria Note for intending applicants applicants should address each selection criterion individually and should argue their case by citing evidence to support their claims rather than presenting a list of facts only. Applicants should also address 2 of the desirable criteria listed where possible. Essential: i. Diploma level qualification/s in an IT or related field, or equivalent relevant education, training or professional experience. ii. A proven high calibre of Desktop Support in a Microsoft environment including Microsoft Windows 7, Microsoft Office suites 2013/2016, various SaaS and desktop applications. iii. Exposure and knowledge of network topologies, configuration and hardware. iv. Exposure and knowledge of Active Directory v. Exposure and knowledge of Group Policy Management vi. Exposure and knowledge of Microsoft System Centre Configuration Manager (SCCM), Application Packaging, SOE Development and Deployment vii. NTFS Security Administration (Security Group Management) viii. Demonstrated ability to problem solve and exercise judgment whilst working independently, at times without supervision, often remotely via telephone and remote desktop. ix. Demonstrated commitment to providing a high level of customer service.

5 x. Experience working within a Service Desk software environment. xi. Well-developed written and verbal communication skills, including the ability to communicate technical concepts to non-technical staff. xii. Ability to create and update documentation of high quality. xiii. Demonstrated ability to use initiative in the work area and to apply new concepts in an ICT development environment. xiv. Proven ability to work autonomously. xv. ITIL knowledge Desirable: i. Experience working with or solid knowledge of one of more Microsoft Server Technologies would be highly advantageous (e.g. Server 2008, Exchange, Project Server 2010, SharePoint, Data Protection Manager, WSUS, etc.) ii. Experience and understanding of Follow Me Printing (eg. Papercut and Bears) iii. SharePoint Services Administration / Setup iv. Experience and understanding of Microsoft SQL Server Administration v. Experience and understanding of CRM application support/administration (preferably SalesForce) vi. Scripting Language knowledge (e.g. vbscript, PowerShell, SQL) vii. WSUS Management viii. Cisco Networking Skills ix. Experience and understanding of MAC OSX x. ITIL framework knowledge xi. MCITP, MCTS Certification Personal Traits: i. Enthusiastic and Energetic. ii. Willingness to contribute to the team. iii. Great attention to detail. iv. A logical problem solver. v. Aptitude.