IT Support Engineer

About Dipole Group

The Role The ICT Support Engineer develops support procedures and strategies for systems, networks, operating systems and applications development. This role provides technical expertise and direction in support of system infrastructure and process improvements, diagnoses and resolves complex system problems, and ensures the delivery of high-quality 24/7 technical support services.

Key Responsibilities:

Diagnose and resolve complex technical problems related to hardware, software, networks, and systems infrastructure, including installation, maintenance, repair, upgrade, and configuration of desktops, servers, email, databases, operating systems, and security systems.

Develop and implement support procedures and strategies for systems, networks, operating systems, and applications development, defining escalation, response, and resolution timeframes based on criticality and impact.

Prioritise and triage incoming incidents and service requests to ensure timely response and appropriate escalation, managing Incident and Change queues to ensure service restoration and completion within agreed SLAs.

Act as the primary escalation point of contact for onshore and offshore teams, managing High Impact Incidents across affected lines of business and driving restoration within agreed timeframes.

Test, identify, and diagnose functionality errors and faults in systems and programming code within established testing protocols, guidelines, and quality standards to ensure systems perform to specification.

Perform organisational systems architecture reviews and assessments, recommending current and future hardware and software strategies and directions to facilitate business growth and agility.

Develop, conduct, and provide technical guidance and training in application software and operational procedures for team members, ensuring continuous upskilling and knowledge transfer.

Create and review technical documentation such as procedural, instructional, and operational guides, technical reports, specifications, and maintenance inventory systems.

Schedule and conduct quality audit inspections, analysing and reviewing systems, data, and documentation to identify variations and potential high-risk areas in securing adherence to standards and procedures.

Recommend corrective action plans and improvements in the resolution of non-compliance with standards detected through monitoring and auditing of processes and procedures.

Communicate, educate, and liaise with users and management to ensure awareness and adherence to standards, procedures, and quality control issues, while interacting with clients to determine satisfaction levels and areas of potential dissatisfaction.

Lead infrastructure projects as Project Manager, monitoring and controlling project time, cost, quality, and risks throughout the project lifecycle, ensuring all business and technical requirements are met.

Next Steps If you are passionate about IT Support and have the necessary skills and experience, please click on the APPLY button now. Due to the high number of applicants, only shortlisted candidates will be contacted for further discussion within 3-5 business days. We thank you for taking an interest in this opportunity with us.

Job Type: Full-time, Permanent

Salary: From 80,001 to 90,000 AUD per annum plus Superannuation.

Pay: $80,001.00 – $90,000.00 per year

Work Location: In person