As a Senior IT Support Analyst, you will be responsible for overseeing the day-to-day technical support operations and providing advanced troubleshooting assistance to resolve complex IT issues. You will work closely with the Service Delivery team to maintain and enhance the company's IT infrastructure, implement effective solutions, and deliver exceptional customer service to our clients.
Based in Sydney and reporting to the Service Delivery Manager, this role will include the following:
Responsibilities -
Provide Technical Support:
- Offer advanced technical support and troubleshooting assistance for hardware, software, and network-related issues.
- Resolve complex IT (3rd level) problems promptly and efficiently to minimize downtime and ensure business continuity.
- Assist end-users with IT-related inquiries, providing clear and concise explanations and instructions.
Team Leadership:
- Foster a positive and collaborative team environment, promoting knowledge sharing and continuous improvement.
- Provide mentoring for junior staff
IT Infrastructure Management:
- Assist the data center team with the maintenance and monitoring of the company's IT infrastructure, including servers, network devices, and software applications.
- Implement best practices for system administration.
- Collaborate with the IT team to identify areas for improvement and implement appropriate solutions.
Incident and Problem Management:
- Conduct root cause analysis for recurring issues and develop proactive strategies to prevent their reoccurrence.
- Document troubleshooting steps, known issues, and resolutions in the knowledge base for future reference.
- Track and document support requests using a ticketing system, ensuring accurate and up-to-date information (ServiceNow).
Vendor and Stakeholder Management:
- Collaborate with third-party vendors, contractors, and service providers to resolve complex IT issues and implement system upgrades
- Liaise with internal stakeholders, such as project managers and department heads, to understand their technical requirements and provide appropriate IT support.
Requirements:
- Proven experience (7+ years) in IT support roles, with a focus on troubleshooting complex issues.
- Strong knowledge of networking principles, operating systems (Windows, Linux), and hardware components.
- Proficiency in Citrix
- Proficiency in configuring and troubleshooting software applications, including Google Workspace, Microsoft Office Suite, antivirus software, and other commonly used tools.
- Familiarity with ITIL framework and best practices for incident management, problem management, and change management.
- Excellent leadership and communication skills, with the ability to convey technical concepts to both technical and non-technical individuals.
- Demonstrated ability to work well under pressure, prioritize tasks, and meet deadlines.
About Us
Rentokil Initial is one of the largest business services companies in the world. Listed on the London Stock Exchange, the UK-based company operates in all major economies of Europe, North America, Africa, Asia and Pacific. The company has some 78,000 employees providing a range of support services in over 50 countries worldwide. In Australia, we employ over 1400 employees across the divisions.
The purpose of the role will be to be the first point of contact for internal customers and provide basic troubleshooting of IT technical issues, or escalating issues accordingly. You will be part of a dynamic team in an ever-changing environment that takes pride in providing exceptional customer service.
If you believe that you have the right skills and experience for this position then APPLY NOW!