Job Description

Job Header

IT Support Technician

Advertiser: Accolade Wines3.1667 out of 53.2 overall rating (24 employee reviews) More jobs from this company

Job Information

Job Listing Date
15 Oct 2020
Location
Sydney, CBD, Inner West & Eastern Suburbs
Work Type
Full Time
Classification
Information & Communication Technology, Help Desk & IT Support

IT Support Technician

Enrich Your Everyday

At Accolade Wines, our purpose is to enrich everyday moments through our amazing wine brands. It goes without saying  that everything we do as an organisation and as individuals is in service of fulfilling this purpose.

As one of the world’s leading wine companies, our award-winning portfolio includes loved brands such as Hardys, Grant  Burge, St Hallett, House of Arras, Petaluma, Banrock Station, Mud House, Jam Shed, Tatachilla, Brookland Valley and  many more.

The driving force behind our business is our people, their expertise, their passion and their professionalism. With over 1,400 dedicated employees in Australia, the UK, Europe, Asia, South Africa, New Zealand and North and South America, it is our teamwork that sets us apart. 

In this role

The IT Support Technician is the first line of support for our Sydney office and remote users. It is responsible for handling issues escalated from first line support, incoming telephone calls, email communications, creating tickets and to assist on users requests (or escalate further as required), some server and network activities, PC builds and imaging and other duties as assigned.

Key accountabilities include

Operational

  • Provide timely, accurate and appropriate responses to customer queries
  • Investigate and resolve application or data issues using a variety of tools and resources
  • Ensures Backup and recovery strategies are in place across all environments.
  • Carefully evaluate alternative risks and solutions before taking action to provide timely resolution.
  • Approach support with a proactive attitude, desire to seek root cause, in-depth analysis, and strive to reduce inefficiencies and manual efforts
  • Pick up IT service desk incoming calls and provide technical support
  • Identify critical incidents and update IT and business stakeholders throughout the incident 
  • Testing and evaluating new Technology
  • Installing and configuring computer hardware, software, systems, network, printers
  • Other projects and responsibilities as may be required by the business

Administrative

  • Logging jobs in LanDesk tool for all reported issues aiming to resolve issue or escalate to appropriate support team within a timely manner.  Ensure all users know the current status of their individual issues. And ensure that all incidents and problems are fully documented.
  • Work collectively with all customers and staff on projects and support requests
  • Contributing to the continual service improvement for our services
  • Maintain Client Services SharePoint site to ensure that procedures are maintained/updated

Essential knowledge and skills are

  • Excellent Troubleshooting skills and problem solving skills with the ability to multitask
  • Keen desire to learn with a good working knowledge of Microsoft applications – Active Directory, Exchange, MS Office, O365.
  • Understanding of networking principles and experiences troubleshooting connectivity issues. 
  • Demonstrate positive and empathetic attitude
  • Experience with troubleshooting mobile devices, including iPhones and iPads.
  • Great written and verbal communication abilities while you work with all levels of staff in our organisation
  • Excellent Organisational Skills.
  • Proactive
  • Attention to detail
  • Strong desire to help others accomplish their goals and a strong work ethic is required
  • PC Desktop and Laptop Hardware knowledge
  • Microsoft Windows 7 & 10 Operating Systems
  • Provide after-hours support on a rotating basis.
  • Participate in IT related projects as needed.
  • Provide training for junior staff as required.
  • Highly customer focused, detail oriented individual. 
  • Other duties as assigned

Required experience is

  • 4+ year’s industry experience working in a Help Desk or similar environment. 
  • Experience with Microsoft Windows 7 & 10, Windows Server 2003 to 2016. 
  • Experience in an Active Directory environment and Windows Networks.
  • Experience in critical incident management

Essential qualifications are

  • A Bachelor Degree in IT would be highly regarded but not required

Physical and other requirements

  • Be available to work scheduled hours during operation from 7:00am and 5:30pm 
  • Occasional Travel and Overnight stays
  • Working in other time zones 
  • Provide after-hours support on a rotating basis as required

Sound like your kind of drop?

Accolade Wines will provide you with the ideal climate and a hand-picked rewards package for you to make a difference in our successful and growing business. At Accolade Wines, our name is our motto, so here's to you... and here's to your future.

To be the world's leading provider of New World premium, commercial and value wines

Enrich Your Everyday

At Accolade Wines, our purpose is to enrich everyday moments through our amazing wine brands. It goes without saying  that everything we do as an organisation and as individuals is in service of fulfilling this purpose.

As one of the world’s leading wine companies, our award-winning portfolio includes loved brands such as Hardys, Grant  Burge, St Hallett, House of Arras, Petaluma, Banrock Station, Mud House, Jam Shed, Tatachilla, Brookland Valley and  many more.

The driving force behind our business is our people, their expertise, their passion and their professionalism. With over 1,400 dedicated employees in Australia, the UK, Europe, Asia, South Africa, New Zealand and North and South America, it is our teamwork that sets us apart. 

In this role

The IT Support Technician is the first line of support for our Sydney office and remote users. It is responsible for handling issues escalated from first line support, incoming telephone calls, email communications, creating tickets and to assist on users requests (or escalate further as required), some server and network activities, PC builds and imaging and other duties as assigned.

Key accountabilities include

Operational

  • Provide timely, accurate and appropriate responses to customer queries
  • Investigate and resolve application or data issues using a variety of tools and resources
  • Ensures Backup and recovery strategies are in place across all environments.
  • Carefully evaluate alternative risks and solutions before taking action to provide timely resolution.
  • Approach support with a proactive attitude, desire to seek root cause, in-depth analysis, and strive to reduce inefficiencies and manual efforts
  • Pick up IT service desk incoming calls and provide technical support
  • Identify critical incidents and update IT and business stakeholders throughout the incident 
  • Testing and evaluating new Technology
  • Installing and configuring computer hardware, software, systems, network, printers
  • Other projects and responsibilities as may be required by the business

Administrative

  • Logging jobs in LanDesk tool for all reported issues aiming to resolve issue or escalate to appropriate support team within a timely manner.  Ensure all users know the current status of their individual issues. And ensure that all incidents and problems are fully documented.
  • Work collectively with all customers and staff on projects and support requests
  • Contributing to the continual service improvement for our services
  • Maintain Client Services SharePoint site to ensure that procedures are maintained/updated

Essential knowledge and skills are

  • Excellent Troubleshooting skills and problem solving skills with the ability to multitask
  • Keen desire to learn with a good working knowledge of Microsoft applications – Active Directory, Exchange, MS Office, O365.
  • Understanding of networking principles and experiences troubleshooting connectivity issues. 
  • Demonstrate positive and empathetic attitude
  • Experience with troubleshooting mobile devices, including iPhones and iPads.
  • Great written and verbal communication abilities while you work with all levels of staff in our organisation
  • Excellent Organisational Skills.
  • Proactive
  • Attention to detail
  • Strong desire to help others accomplish their goals and a strong work ethic is required
  • PC Desktop and Laptop Hardware knowledge
  • Microsoft Windows 7 & 10 Operating Systems
  • Provide after-hours support on a rotating basis.
  • Participate in IT related projects as needed.
  • Provide training for junior staff as required.
  • Highly customer focused, detail oriented individual. 
  • Other duties as assigned

Required experience is

  • 4+ year’s industry experience working in a Help Desk or similar environment. 
  • Experience with Microsoft Windows 7 & 10, Windows Server 2003 to 2016. 
  • Experience in an Active Directory environment and Windows Networks.
  • Experience in critical incident management

Essential qualifications are

  • A Bachelor Degree in IT would be highly regarded but not required

Physical and other requirements

  • Be available to work scheduled hours during operation from 7:00am and 5:30pm 
  • Occasional Travel and Overnight stays
  • Working in other time zones 
  • Provide after-hours support on a rotating basis as required

Sound like your kind of drop?

Accolade Wines will provide you with the ideal climate and a hand-picked rewards package for you to make a difference in our successful and growing business. At Accolade Wines, our name is our motto, so here's to you... and here's to your future.

Report this job advert

Be careful
Don’t provide your bank or credit card details when applying for jobs.
Learn how to protect yourself here.

Share this role

Applications will open the advertiser’s site.