IT Generalist Level 2 – Geelong VIC (JAV-SYD_M111374) Geelong, Australia

The Workplace Generalist is responsible for providing technical support through walk-up support via the Tech Bar configuration, desk-side support for fixed devices and Asset Management activities from staging of devices to the secure disposal of assets. Generalist in the execution of their duties, provide guidance in the use of the workplace devices, common applications such as MS365, Adobe and SAP and troubleshoot and corrective actions for network connectivity, printing, and operating system defects. The technician is responsible to work under guidance from the infrastructure teams to support the Client . The technician’s responsibility is to maintain focus on providing an exceptional end user experience and adherence to contractual Service Level Agreements (SLA’s) to the client base.

 

  1. Demonstrate values within the team culture.
  2. Provide value to our clients through enhancing your skills and enabling team members.
  3. Adherence to mandatory business compliance activities including time recording, personal asset management, QA, workplace security and Business Conduct Guidelines.
  4. Actively seek out opportunities for personal and professional development.

 

Workplace Technician – Generalist

Technical Skill

Level 1 – 5

PC Hardware

5

Mobile Device Support – iOS/Android

5

PC Application (Installation & Troubleshooting)

5

Desktop Operating Systems – Windows 10

5

WAN & LAN General Concepts

4

Active Directory, Azure, SCCM, MDM, Sharepoint, 0365

4

Network & Server equipment knowledge

3

Professional Skills

 

Customer care and focus

5

Organisation and time management

5

Problem solving and troubleshooting

5

Negotiation and diplomacy

4

Team building and leadership

3

Personal Skills

 

Reliable, driver, task owner and self-starter

5

Communication skills

5

Other Requirements

 

Working on-site at Client locations

 

 

 

 

 

Communication

  1. Promote the ‘one team’ spirit through sharing ideas and technical expertise.
  2. Ensure that best practices are implemented across our clients.
  3. Provide fortnightly feedback to staff regarding quality, ticket management and SLA attainment.

 

Problem Solving

  1. Assist with the resolution of high severity problems, as required, and ensure that correct procedures are followed as outlined in the client documentation.
  2. Provision of a proactive approach to problem resolution.
  3. Identify opportunities for ‘Right to Left strategy’ and Automation.

 

Contribution/Leadership

  1. Support the winning of new business and aggressively defend our existing client base through contributing to the development of innovative approaches to improve the quality-of-service department delivers.
  2. Work with the Technical Lead, Service Integration Lead and Operations Manager to facilitate client specific training upon the commencement of new employees within the team and actively seek training opportunities for technicians, to ensure that they obtain the required knowledge to support the client base.
  3. Contribute to the achievement of financial and operational targets and participate in improvement initiatives, either team based, or competency based.
  4. Coordinate onboarding activities including induction training, creation of user ID’s and the completion of associated administrative paperwork for new consultants.
  5. Develop staff through providing mentoring and a positive role model, to meet both the business and personal requirements of individuals in the team.

 

Impact on Business/Scope

  1. Responsible for SLA attainment and ensuring compliance with contractual obligations, in conjunction with the Operations Manager and Technical Lead.
  2. Work with the relevant parties to produce action plans to remediate any potential SLA failures.
  3. Regularly analyse processes and practices used by the Tech Bar and Desk-side support, with a view to improving the overall effectiveness of service delivery and service level attainment.
  4. Assume additional duties and/or responsibilities as assigned by the Technical Lead.
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