IT Support Partner | Level 2

Job No: VIN2854
Location: Lewisham

  • Level 2 ICT support role supporting state-wide platforms and technologies
  • Permanent Full-Time opportunity based within any of Society’s main metropolitan or regional offices across NSW
  • Microsoft 365 Solutions (Azure, Exchange, Intune, SharePoint and Teams) and web services, iOS & Android

 

The St Vincent de Paul Society is a leading provider of community support services, whose values it is to shape a more just and compassionate society - we truly care about what we do and the difference we make to people’s lives.

We believe our employees are key to our success and offer Learning and Development programs to enhance and grow your career across a range of teams and services.  We have a continuing commitment to engaging and retaining our people who are recognised for their achievements and are offered promotional opportunities on a meritocracy basis within a collegiate and values driven team environment and culture. 

 

Your New Role    

Our ICT team is growing! This newly created Level 2 ICT Support Partner (known as Field Technology Support Partner internally) position will see you provide level 2 ICT support across multiple locations, platforms and technologies to maintain and develop Society’s technology and systems. Ideally you will have worked in a similar medium sized organisation to support and empower members and volunteers, through your thorough understanding of Service Desk support services and processes.

 

Responsibilities for this role will be as follows but not limited to:

  • Contribute to the successful implementation of the Strategic Plan within their team.
  • Assist and support internal customers throughout projects and operations, supporting and mentoring them through the relevant processes.
  • Build positive relationships with internal customers during support engagements to ensure that our relationships with internal customers are strong, profitable and enduring.
  • Ensure level 2 support tickets opened by the Service Desk are closed within SLAs.
  • Liaise with internal support teams and external service providers as required to resolve incidents and complete Service Requests, to ensure compliance with SLA’s and OLA’s.
  • Ensure that strong partnerships exist between the vendors (internal and external) and the Society for both current operations and for future direction.
  • Implement, support and maintain the Society’s Service Catalogue.
  • Maintain documentation for the Society’s End User Computing and systems to a high standard.
  • Maintain and support the Service Desk tool.
  • Develop, document and implement processes around the ITIL framework to deliver a consistent and high standard of Technology Services.
  • Comply with Security, Identity, Access Management and other Technology Services policies and procedures
  • Contribute to a safe working environment for staff, members and volunteers by implementing the Society’s workplace health and safety practices.
  • Team-focused mindset with the ability to work independently where required.
 
To be successful in this role, you will need:
  • Relevant tertiary qualification/s in Information Technology or equivalent.
  • Demonstrated experience working in a Level 2 support role as well as a thorough understanding of Service Desk support processes.
  • Excellent written and verbal communication skills.
  • Excellent customer service skills and work ethic with commitment to providing quality service.
  • Excellent analytical and problem-solving skills to enable effective identification and resolution of IT related issues.
  • Experience supporting Windows 7-10 & Server 2016-2019, Hybrid Active Directory, Printing, Microsoft 365 Suite, TeamViewer.
  • Experience with Microsoft 365 Administration; Azure Active Directory, Exchange, Intune, SharePoint, Teams (telephony).
  • Experience with troubleshooting audio-visual (AV) conferencing systems.
  • Experience with imaging and configuring desktop PCs and laptops.
  • Experience supporting mobile devices including iOS & Android.
  • Experience with network troubleshooting (LAN/WAN).
  • Basic knowledge of a modern device management environment and zero-trust model.
  • Current NSW driver licence and ability to travel is a must.

 

 If this sounds like you, please apply now by submitting your application with a Resume, for key requirements of the role, read Position Description.  Information on how to apply.

 If you have questions about this role or require easy read Word version of PD, please email Bassem.Elias, Team Leader, End User Computing: Bassem.Elias@vinnies.org.au, quoting: VIN2854

  

The Society is committed to being a Child Safe organisation, further information can be found in the Society’s commitment to Safeguarding Children & Young People. Prior to an offer of employment, candidates will be required to complete the pre-employment checks including a Police check & Working with Children check. 

St Vincent de Paul Society (NSW) is an Equal Employment Opportunity Employer and is committed to engaging a diverse workforce. We take pride in the diversity of our people and encourage applications from people from Aboriginal and Torres Strait Islander backgrounds, people with disability, people from diverse cultural and linguistic backgrounds, people who identify as LGBTQIA, candidates of any or no religious beliefs and applicants of all ages.

  St Vincent de Paul (NSW) has a COVID- 19 vaccination policy that has identified this role as requiring a full COVID-19 vaccination.  Medical exemptions with the NSW government contraindication form will be considered, subject to a satisfactory risk assessment.

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