Job Description

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Service Desk & Support, Junior System Administrator

Advertiser: Academy of Interactive Entertainment4 out of 54.0 overall rating (13 employee reviews) More jobs from this company

Job Information

Job Listing Date
19 May 2020
Location
ACT
Work Type
Full Time
Classification
Information & Communication Technology, Help Desk & IT Support

Service Desk & Support, Junior System Administrator

The Academy of Interactive Entertainment is Australia's most awarded 3D Animation, Game Design and Visual FX educator based in Sydney, Melbourne, Canberra, Adelaide and Online, with a reputation for delivering high quality vocational and higher education.

AIE is looking to employ a team member in a dual national role of Service Desk & Support (1 day per week) and Junior System Administrator (4 day per week).  The organisation will support you in a dual role with separation of duties ensuring processes for obtaining support are followed and your allocation of hours is clear.

Service Desk & Support Role – 1 days per week 

The role of Service Desk & Support is based out of our Adelaide campus. As a team member of Information Technology (IT), you will provide telephone assistance and support to all our locations, and on-site support provided to our Adelaide locations. This role will report to the Service Desk & Support Team Leader. 

Principle Accountabilities:

  • Support Microsoft Windows infrastructure in an Active Directory and managed network environment. 
  • Diagnose hardware related issues, identifying and replacing failed components. 
  • Diagnose software and service-related problems and perform detailed analysis. 
  • Be available to provide end-user support via telephone and electronic/ticketing system. 
  • Provide good customer service and achieve Key Performance Indicators (KPI) within defined Service Level Agreements (SLAs). 
  • Create & maintain documentation, knowledge base articles and detailed notes in a ticketing system. 

Day to day duties will include:

  • Providing end-user support to faculty, general staff and students by face to face, over the telephone or electronic means. 
  • Work within a ticketing system with incident, request and change management processes. 
  • Troubleshoot and solve desktop hardware related issues, including replacing hardware components. 
  • Troubleshoot and identify issues within the managed network. 
  • Monitoring the campuses software, licensing & user accounts with remote tools. 
  • Troubleshoot Active Directory and Group Policy related end user issues. 
  • Manage & support classroom and meeting room audio/visual. 
  • Creating staff user accounts, managing access control based on company policies and resolving profile and password related issues. 
  • Working with hardware and software vendors to verify timely product delivery and ensure new equipment is installed and ready to operate on schedule. 
  • Deploy the Standard Operating Environment (SOE) and troubleshoot deployment related issues. 
  • Onboard new staff members, setup desks and printers, assist with desk relocations. 
  • Provide end user training. 
  • Creating & updating documentation, knowledge base articles and keeping detailed work notes in a ticketing system.  

Junior System Administrator Role – 4 days per week 

The role of Junior System Administrator is part of the Information & Communications Technology (ICT) team and is a national role. As a team member, you will provide support & maintenance of AIE’s server, services and software deployment infrastructure. This role involves providing support to all our locations, including Adelaide, Canberra, Melbourne, Sydney and our USA campuses. 

As a Junior System Administrator, you will be mentored and supported to develop your skills and expertise in this role. 

This role will report to the Chief Technology Officer (CTO) and be supervised by the Senior System Administrator. 

Principle Accountabilities:

  • Maintain, implement and support a Microsoft Server and Desktop environment, including Standard Operating System (SOE), drivers, applications and scripts (e.g. PowerShell). 
  • Monitor all locations on-premise server, UPS and other core-infrastructure.
  • Provide maintenance and support to Adelaide’s on-premise infrastructure. 
  • Provide ongoing maintenance & support to various projects, systems, services (e.g. Canvas, Amazon Web Services and Office 365) and technologies. 
  • Provide escalated support (sometimes out of normal working hours) to the organisation. 
  • Provide good customer service and achieve Key Performance Indicators (KPI) within defined Service Level Agreements (SLAs). 
  • Actively create & maintain documentation and knowledge base articles. 
  • Follow written instructions, documentation and change management procedures. 

Day to day duties will include:

  • Diagnose complex problems and perform detailed log file analysis. 
  • Package software, updates, device drivers and manage the deployment of software. 
  • Build and maintain SOE) images. 
  • Perform basis networking tasks such as port changes and other typical network configuration changes, upgrades, basic troubleshooting and support. 
  • Effectively plan for changes, documenting the change and building the business use case. 
  • Work with third-party software and hardware providers, as well as internal teams to determine and resolve root causes of problems and ensure resolutions of incidents. 
  • Provide assistance with budgeting and costing analysis of projects. 

Other duties may include:

  • Be available for escalated rostered on-call out of hours support.  
  • Travel domestically. 
  • To be a valuable team member, with acceptable behaviour in terms of work hours and work ethic.  

Position Requirements:

  • 3+ years professional experience with:
  • Supporting, troubleshooting and replacing PC and laptop hardware components
  • Supporting & troubleshooting Microsoft Windows 7/10 in Active Directory domain environment
  • Network troubleshooting; including understanding VLANs & subnetting
  • Setting up DHCP reservations and static IPs for printers & other network devices
  • Incident, Request and Change management processes in a helpdesk role
  • Good time management skills
  • Self-motivated and willing to learn new technologies
  • Ability to work autonomously
  • 1+ year experience with Windows Server 2012 R2 and Microsoft Server technologies (DFS, SMB, IIS, SQL) and domain services (AD, DNS, DHCP, GPO)
  • 1+ year experience with Microsoft System Centre Configuration Manager with application packaging, SOE maintenance and troubleshooting
  • Experience with Powershell scripting
  • Logical problem solving and analytical skills
  • Excellent written and spoken English skills
  • Ability to occasionally travel between our campuses and hold a current Australian passport and fulfill Visa/entry requirements to the USA
  • Experience with Linux/*nix command line such as restarting services, performing basic Linux server maintenance tasks
  • Good knowledge of aid with troubleshooting of network related issues
  • Awareness of:
  • ITIL & best practices
  • Incident, Service Request and Change management processes
  • Service Desk Agreements

Benefits of working at AIE:

  • Dynamic and passionate team focused on delivering quality education in a mature and friendly teaching environment
  • Fully funded IT professional development, training and certification opportunities

Please note:

  • This is a full-time position with a 5-month probation period.
  • Salary is negotiable depending on skills and experience
  • Applicants need to be able to apply for, or currently hold, a current National Police Check and Working With Children Check

If you think that you would be great for this job, please apply by submitting a CV and cover letter in PDF or RTF format address to Michael Pasqualone, Chief Technology Officer

The Academy of Interactive Entertainment is Australia's most awarded 3D Animation, Game Design and Visual FX educator based in Sydney, Melbourne, Canberra, Adelaide and Online, with a reputation for delivering high quality vocational and higher education.

AIE is looking to employ a team member in a dual national role of Service Desk & Support (1 day per week) and Junior System Administrator (4 day per week).  The organisation will support you in a dual role with separation of duties ensuring processes for obtaining support are followed and your allocation of hours is clear.

Service Desk & Support Role – 1 days per week 

The role of Service Desk & Support is based out of our Adelaide campus. As a team member of Information Technology (IT), you will provide telephone assistance and support to all our locations, and on-site support provided to our Adelaide locations. This role will report to the Service Desk & Support Team Leader. 

Principle Accountabilities:

  • Support Microsoft Windows infrastructure in an Active Directory and managed network environment. 
  • Diagnose hardware related issues, identifying and replacing failed components. 
  • Diagnose software and service-related problems and perform detailed analysis. 
  • Be available to provide end-user support via telephone and electronic/ticketing system. 
  • Provide good customer service and achieve Key Performance Indicators (KPI) within defined Service Level Agreements (SLAs). 
  • Create & maintain documentation, knowledge base articles and detailed notes in a ticketing system. 

Day to day duties will include:

  • Providing end-user support to faculty, general staff and students by face to face, over the telephone or electronic means. 
  • Work within a ticketing system with incident, request and change management processes. 
  • Troubleshoot and solve desktop hardware related issues, including replacing hardware components. 
  • Troubleshoot and identify issues within the managed network. 
  • Monitoring the campuses software, licensing & user accounts with remote tools. 
  • Troubleshoot Active Directory and Group Policy related end user issues. 
  • Manage & support classroom and meeting room audio/visual. 
  • Creating staff user accounts, managing access control based on company policies and resolving profile and password related issues. 
  • Working with hardware and software vendors to verify timely product delivery and ensure new equipment is installed and ready to operate on schedule. 
  • Deploy the Standard Operating Environment (SOE) and troubleshoot deployment related issues. 
  • Onboard new staff members, setup desks and printers, assist with desk relocations. 
  • Provide end user training. 
  • Creating & updating documentation, knowledge base articles and keeping detailed work notes in a ticketing system.  

Junior System Administrator Role – 4 days per week 

The role of Junior System Administrator is part of the Information & Communications Technology (ICT) team and is a national role. As a team member, you will provide support & maintenance of AIE’s server, services and software deployment infrastructure. This role involves providing support to all our locations, including Adelaide, Canberra, Melbourne, Sydney and our USA campuses. 

As a Junior System Administrator, you will be mentored and supported to develop your skills and expertise in this role. 

This role will report to the Chief Technology Officer (CTO) and be supervised by the Senior System Administrator. 

Principle Accountabilities:

  • Maintain, implement and support a Microsoft Server and Desktop environment, including Standard Operating System (SOE), drivers, applications and scripts (e.g. PowerShell). 
  • Monitor all locations on-premise server, UPS and other core-infrastructure.
  • Provide maintenance and support to Adelaide’s on-premise infrastructure. 
  • Provide ongoing maintenance & support to various projects, systems, services (e.g. Canvas, Amazon Web Services and Office 365) and technologies. 
  • Provide escalated support (sometimes out of normal working hours) to the organisation. 
  • Provide good customer service and achieve Key Performance Indicators (KPI) within defined Service Level Agreements (SLAs). 
  • Actively create & maintain documentation and knowledge base articles. 
  • Follow written instructions, documentation and change management procedures. 

Day to day duties will include:

  • Diagnose complex problems and perform detailed log file analysis. 
  • Package software, updates, device drivers and manage the deployment of software. 
  • Build and maintain SOE) images. 
  • Perform basis networking tasks such as port changes and other typical network configuration changes, upgrades, basic troubleshooting and support. 
  • Effectively plan for changes, documenting the change and building the business use case. 
  • Work with third-party software and hardware providers, as well as internal teams to determine and resolve root causes of problems and ensure resolutions of incidents. 
  • Provide assistance with budgeting and costing analysis of projects. 

Other duties may include:

  • Be available for escalated rostered on-call out of hours support.  
  • Travel domestically. 
  • To be a valuable team member, with acceptable behaviour in terms of work hours and work ethic.  

Position Requirements:

  • 3+ years professional experience with:
  • Supporting, troubleshooting and replacing PC and laptop hardware components
  • Supporting & troubleshooting Microsoft Windows 7/10 in Active Directory domain environment
  • Network troubleshooting; including understanding VLANs & subnetting
  • Setting up DHCP reservations and static IPs for printers & other network devices
  • Incident, Request and Change management processes in a helpdesk role
  • Good time management skills
  • Self-motivated and willing to learn new technologies
  • Ability to work autonomously
  • 1+ year experience with Windows Server 2012 R2 and Microsoft Server technologies (DFS, SMB, IIS, SQL) and domain services (AD, DNS, DHCP, GPO)
  • 1+ year experience with Microsoft System Centre Configuration Manager with application packaging, SOE maintenance and troubleshooting
  • Experience with Powershell scripting
  • Logical problem solving and analytical skills
  • Excellent written and spoken English skills
  • Ability to occasionally travel between our campuses and hold a current Australian passport and fulfill Visa/entry requirements to the USA
  • Experience with Linux/*nix command line such as restarting services, performing basic Linux server maintenance tasks
  • Good knowledge of aid with troubleshooting of network related issues
  • Awareness of:
  • ITIL & best practices
  • Incident, Service Request and Change management processes
  • Service Desk Agreements

Benefits of working at AIE:

  • Dynamic and passionate team focused on delivering quality education in a mature and friendly teaching environment
  • Fully funded IT professional development, training and certification opportunities

Please note:

  • This is a full-time position with a 5-month probation period.
  • Salary is negotiable depending on skills and experience
  • Applicants need to be able to apply for, or currently hold, a current National Police Check and Working With Children Check

If you think that you would be great for this job, please apply by submitting a CV and cover letter in PDF or RTF format address to Michael Pasqualone, Chief Technology Officer

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • How many years' experience do you have as a systems administrator?
  • Do you have experience working in a technical support role?
  • Do you have a current Police Check (National Police Certificate) for employment?
  • What's your expected annual base salary?

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