Your key responsibilities will include:

• Responding to and resolving Level 1 and Level 2 helpdesk incidents and service requests
• Investigating, troubleshooting and resolving complex technical issues across multiple technology streams
• Creating, managing, updating and routing IT tickets across local and global support teams
• Installing, rebuilding and configuring computers, hardware, peripherals, applications and related services
• Supporting Microsoft 365 environments, user accounts, security permissions and applications
• Deploying and supporting mobile devices, including Android and iOS
• Collaborating with platform and infrastructure teams to deliver and support IT solutions
• Completing site visits for mobilisations, demobilisations, system rollouts, upgrades and general IT support
• Monitoring systems, applications, scheduled processes and backups, and assisting with security monitoring
• Supporting hardware and software recovery and coordinating outcomes with impacted users
• Applying operating system patches, upgrades and configuration changes
• Assisting with performance monitoring, capacity planning, hardware upgrades and resource optimisation
• Creating and maintaining clear procedures, technical documentation and end-user guides
• Providing training and support to employees when new systems, hardware or applications are introduced
• Supporting the administration of local and global applications and services
• Contributing to IT projects, continuous improvement initiatives and opportunities for automation
• Providing consistently high-quality customer service to internal and external stakeholders
• Ensuring all work is completed in accordance with Redpath's Management Systems, safety requirements and relevant statutory regulations

NA