Out of normal hours work (evening and weekend work) will be required to meet operational and venue support (including event support) requirements On-call roster participation will be required and the successful applicant will participate in a roster to provide onsite technical support at events as required.
Key Accountabilities:
- Provide technical support to data networks, key venue systems, computers, office equipment, desktop software and telephony platforms.
- Service venue and client technical support requirements in a timely and efficient manner, providing on-site and on-call technical services for the organisation.
- Provide quality advice to management on the issues and potential solutions, associated with the installation/use of bump-in event systems, e.g. event activation, ticketing services, etc. and the impact these may have on venue operations or event delivery.
- Act as the primary point of contact for client inquiries and ensure all details are recorded in the call-logging software.
- Assist the systems administrators, network administrators and business system administrators with a range of support tasks such as management of system accounts, asset management, device on boarding and routine troubleshooting and testing.
- Identify and resolve problems and provide quick work-around solutions (when required) across a broad range of technologies and services.
- Work to ensure the collective service desk team responsibilities of user onboarding (including account creation, technology inductions, device provisioning), critical service monitoring, stock control, 1st level incident resolution and service request facilitation are performed within targeted service level targets.
- Demonstrated ability to troubleshoot Field, Desktop and Remote Worker ICT related problems, work with team members, internal clients, external service providers and vendors to implement effective solutions.
- Demonstrated experience in supporting traditional corporate systems and services, such as desktop PC’s and business productivity applications, mobile devices and corporate telephony services, file storage and printing, network connectivity and remote access services (including the platforms outlined in Attachment A – Schedule of Technology Platforms and Standards).
- A demonstratable sound knowledge of key technology concepts (Desktop operating systems, IPv4 addressing and networking concepts, DNS, Active Directory and Azure Active Directory administration, Exchange mailbox management, machine imaging processes, Office 365 Administration etc)
- Exceptional communication skills, both written and verbal and the ability to explain complex technical issues and systems in practical, simple everyday English.
- Excellent troubleshooting skills including the ability to engage relevant stakeholders, rapidly assess impact, work with team members to identify root cause or service restoration strategies, and implement in a high pressure environment.
- Demonstrated experience supporting systems such as point of sale, timing/scoring/results, access control, digital signage and scoreboard/LED systems.
- IT Service Management (ITIL) foundation certification and/or experience working within an ITIL guided support framework.
- Demonstrated experience supporting Microsoft SCCM, Microsoft Intune and Windows Server 2012 or greater Server Operating Systems.
- Demonstrated experience supporting network equipment such as Juniper Networks routing and switching and HPE Aruba Wireless.
