Job Description

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Level 1- 2 IT Support Engineer

Advertiser: Hollard Insurance3.1333 out of 53.1 overall rating (15 employee reviews) More jobs from this company

Job Information

Job Listing Date
17 Oct 2020
Location
Sydney, North Shore & Northern Beaches
Work Type
Full Time
Classification
Information & Communication Technology, Help Desk & IT Support

Level 1- 2 IT Support Engineer

About Hollard:

Established in Australia in 1999 and still privately owned, we offer a variety of specialised products such as competitive General, Travel, Pet and Bicycle Insurance through our Agencies and Partners. We help secure the lifestyles and assets of over 1 million Australians.

At Hollard we value sustainable growth and creating strong partnerships that last – and we’re proud winners of the 2019 ANZIIF Large General Insurer of the Year award.

About the Role:

This role is a customer facing role and will be responsible for assisting staff with end user hardware, software and other technology issues. You will have a passion for providing customer service and getting things right the first time. Perfect for someone looking to build a career in IT and learn all things technology.

Key Responsibilities: 

  • Providing 1st/2nd Level support to users.
  • Troubleshooting user desktop related problems using the phone, remote access and walk-ups as necessary.
  • Escalating problems to Third Level support, Database Administrators, Development team, Analytics team, Datawarehouse team, Security team, Web team or IT vendor partners as necessary.
  • Logging all calls and jobs via an ITSM ticketing system.
  • Providing a high level of Customer Service and communication, meeting and exceeding user expectations.
  • Coordinate and update operational procedures and documentation, as required.
  • Keeping management aware of potential areas for product enhancement and educational requirements. Liaising with managers regarding potential problems.
  • Ensure staff have the required hardware and software to work efficiently.
  • Continuously looking for ways to improve processes and technology used to support the organisation.
  • Be able to commit to an on-call roster and provide after-hours support as needed.

Knowledge, Skills & Experience: 

  • At least 2 years’ experience in providing end-user support and resolving technical hardware and/or software problems.
  • Degree in Information Technology, Certificate IV or diploma in IT well regarded. 
  • Good knowledge of applications such Microsoft Office 365, Microsoft Outlook, internet explorer etc. Good understanding or certifications in Microsoft products highly desirable.
  • Knowledge of ITIL Processes- (Incident management, change management, problem management, release management, quality management)
  • Knowledge in Networking, Wireless, WAN, switches and routers, VPNs.
  • Experience with MS Windows Operating systems and Server Management (AD, DNS, DHCP, File Printer Server, Exchange)
  • Exposure to patching, SOE creation, deployment and support
  • PowerShell scripting.
  • Exposure to VMware, Citrix and SAN infrastructure also welcome

Working at Hollard:

  • Chance to be part of a supportive, fun, valued and committed team working with best of breed technologies.
  • Diverse & inclusive work environment
  • Career Progression & Development Opportunities.

To submit your application, please apply online using the link below. We're looking forward to meeting you.

For a confidential discussion about the role and any reasonable physical adjustments and/or flexible workstation requirements please contact recruitment@hollard.com.au

If you would like to hear more on our Diversity and Inclusion practices email recruitment@hollard.com.au

It is the policy of Hollard Insurance that all new employees consent to a police background check.

We are not accepting unsolicited CVs from recruitment agencies at this time.



Hollard is committed to fostering an open, flexible and inclusive work environment that respects the diversity of our employees, customers and communities in which we live. Hollard aims to ensure equality in our recruitment process and we encourage all applicants who meet the criteria to apply regardless of ethnicity (including Aboriginal and Torres Strait Islanders), religion or belief, national, social, sex (including intersex), sexual orientation, gender identity (including transgender and non-binary), disability, relationship or parental status.

About Hollard:

Established in Australia in 1999 and still privately owned, we offer a variety of specialised products such as competitive General, Travel, Pet and Bicycle Insurance through our Agencies and Partners. We help secure the lifestyles and assets of over 1 million Australians.

At Hollard we value sustainable growth and creating strong partnerships that last – and we’re proud winners of the 2019 ANZIIF Large General Insurer of the Year award.

About the Role:

This role is a customer facing role and will be responsible for assisting staff with end user hardware, software and other technology issues. You will have a passion for providing customer service and getting things right the first time. Perfect for someone looking to build a career in IT and learn all things technology.

Key Responsibilities: 

  • Providing 1st/2nd Level support to users.
  • Troubleshooting user desktop related problems using the phone, remote access and walk-ups as necessary.
  • Escalating problems to Third Level support, Database Administrators, Development team, Analytics team, Datawarehouse team, Security team, Web team or IT vendor partners as necessary.
  • Logging all calls and jobs via an ITSM ticketing system.
  • Providing a high level of Customer Service and communication, meeting and exceeding user expectations.
  • Coordinate and update operational procedures and documentation, as required.
  • Keeping management aware of potential areas for product enhancement and educational requirements. Liaising with managers regarding potential problems.
  • Ensure staff have the required hardware and software to work efficiently.
  • Continuously looking for ways to improve processes and technology used to support the organisation.
  • Be able to commit to an on-call roster and provide after-hours support as needed.

Knowledge, Skills & Experience: 

  • At least 2 years’ experience in providing end-user support and resolving technical hardware and/or software problems.
  • Degree in Information Technology, Certificate IV or diploma in IT well regarded. 
  • Good knowledge of applications such Microsoft Office 365, Microsoft Outlook, internet explorer etc. Good understanding or certifications in Microsoft products highly desirable.
  • Knowledge of ITIL Processes- (Incident management, change management, problem management, release management, quality management)
  • Knowledge in Networking, Wireless, WAN, switches and routers, VPNs.
  • Experience with MS Windows Operating systems and Server Management (AD, DNS, DHCP, File Printer Server, Exchange)
  • Exposure to patching, SOE creation, deployment and support
  • PowerShell scripting.
  • Exposure to VMware, Citrix and SAN infrastructure also welcome

Working at Hollard:

  • Chance to be part of a supportive, fun, valued and committed team working with best of breed technologies.
  • Diverse & inclusive work environment
  • Career Progression & Development Opportunities.

To submit your application, please apply online using the link below. We're looking forward to meeting you.

For a confidential discussion about the role and any reasonable physical adjustments and/or flexible workstation requirements please contact recruitment@hollard.com.au

If you would like to hear more on our Diversity and Inclusion practices email recruitment@hollard.com.au

It is the policy of Hollard Insurance that all new employees consent to a police background check.

We are not accepting unsolicited CVs from recruitment agencies at this time.

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 support engineer?
  • What's your expected annual base salary?
  • Are you able to work at an office located in Chatswood?
  • Are there any reasonable adjustments required for you to fulfil the essential duties of this role?
  • What is your preferred method of communication?

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You must have the right to live and work in this location to apply for this job.

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