This role will be the ambassador for ROCSOLID’s IT Service Desk and a point of contact for resolving all issues/requests. A highly customer focused role that will blend exceptional service and technical capabilities.
Great company culture
Work with a close-knit team
Challenging and rewarding role
Supporting clients and client systems across on-prem and cloud infrastructure
Based in Sydney CBD, near Town Hall train station and Gadigal Metro station
Our Purpose
At ROCSOLID, we pride ourselves on being a team of highly skilled, dedicated professionals with experience across all aspects of IT and technology. We offer white-glove service and work tirelessly to ensure that you receive the best service possible. Our mission at ROCSOLID is to provide fortified IT and unbreakable support. We care about these two things most...that's why it's our tag line...
Key Responsibility Areas
Level 1 IT Support
Assisting with 1st level support escalations for all IT incidents and service requests, encompassing a wide range of tasks such as software and hardware troubleshooting.
Ensure that all requests and incidents are logged in the service management system, prioritised and classified appropriately.
Respond to and action incident and service request tickets in a methodical and timely manner in accordance with SLAs
Follow our ITIL-aligned incident, problem and change management processes
Complete regular daily/weekly/monthly checklists as required
User account maintenance – creation, modification, termination, password resets.
Display strong customer service standards by building and maintaining good relationships with stakeholders
Level 2 IT Support
Provide 2nd level support for desktop, EUC, printing, telephony (landline, mobile and VOIP), Office and collaboration applications (email, Teams, VC)
Administration of Active Directory, Office 365
Administration of Intune, Azure, AWS, and Microsoft 365 tenants
Monitoring and administration of backups
Maintain and promote awareness of and compliance with information security policies and processes in all interactions
Installation and assistance with desktop applications
Some Azure and business application administration
Ensure documentation is kept up to date and regularly reviewed
Apply updates to Windows workstations to keep systems secure and current
Engage external vendors for support and escalations where required
Minimise downtime for all business systems
Participate in IT Infrastructure & Comms projects/enhancements
As necessary and directed from the IT operations enhancement list
Assist in projects where required
Management of IT operations registers (Asset/Backup etc)
Ensure accurate management of all IT registers.
IT asset management.
Experience you will bring
Bachelor Degree or similar qualifications in related field
Proven experience in a customer-facing role, with a strong emphasis on customer satisfaction
Minimum 2 years in a similar role, ideally within the Finance sector or an internal IT Support role
A friendly, approachable personality that offers reassuring assistance to all staff and customers. While we don’t expect anyone to know all the answers, the ability to reassure staff and customers that you can find an answer for them is an essential skill.
Experience with Autotax or other ticketing or ITSM systems
What We Bring:
An opportunity to gain valuable experience with guidance and mentorship from leading industry experts.
Wellness benefit centered around your physical, mental, financial, and social health including a $299 allowance to spend on your health each year.
Birthday leave.
Collaborative and inclusive culture – everyone is friendly and happy to help.
Support of ongoing professional development and professional certifications.
Requirements:
Australian Citizenship or Permanent Residency
Australian C Class Drivers License
Ability to lift and move equipment. As this is a hands-on role, the ideal candidate will need the ability to lift and move equipment such as switches, PC's and monitors.
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