On-site IT Support Specialist

at  Hanson

ON-SITE SUPPORT SPECIALIST – 6 MONTH FIXED TERM

An opportunity has become available at our Skygate office in Brisbane, for an On-site IT Support Specialist. In this role you will be delivering second-level IT support with a strong emphasis on exceptional customer service for Hanson’s internal users. You will be responsible for offering system support via phone and onsite assistance across Queensland.
As this is an on-site support role, you will be required to work in office 5 days per week and 24/7 support which is rostered. To assist you in this role, you will receive a work vehicle, phone, laptop, and all travel expenses covered.

BACKGROUND AND EXPERIENCE REQUIRED:

• Excellent written and verbal communication skills
• Strong customer service skills
• Minimum 5 years’ experience in an on-site support role or similar.
• IT qualifications are highly regarded.
• Flexibility, as early/late start times and travel is required.
• Australian drivers’ licence
• Experience troubleshooting common software/hardware issues.
• Experience using Windows 10/11 is essential.

• Create, manage, and resolve support tickets within agreed Service Levels
• Participate in an on-call support roster to provide the business with 24 x 7 IT support.
• Log and track all incidents and service requests in the Service Desk system and escalate requests to appropriate Level 3 support groups for resolution as required.
• Occasional travel across our sites in Queensland is required as necessary.
• Support and/or project manage the roll-out of new business applications and technologies.
• Customer service - assist users with business processes to make effective use of business systems.
• Conduct proactive onsite visits with customers with a focus on maintaining the IT equipment and improving the service that HA-Digital provides to its customers.
• Work closely with the Global support teams to ensure escalated support issues are resolved in a timely manner.
• Create and maintain IT support documentation including FAQ’s and support manuals (SOP’s)