Senior IT Support Specialist

Senior IT Support Specialist

The Role:

We are seeking a talented and highly motivated Senior IT Support Specialist to join our team at Squadron Energy, based onsite in Sydney. This person will be responsible for a number of key functions within the IT Service Delivery function that enable the delivery of a high-quality service to end users. This is a customer facing role and the successful candidate will need to engage and motivate peers within the IT team, as well as coordinate with external service providers, to achieve and exceed service delivery expectations to the highest possible standards.







The IT Support Specialist will ensure continuity of all steady state IT services but also work on multiple concurrent projects that deliver positive outcomes for the business. Comfort working with a degree of ambiguity in a fast paced and constantly evolving environment will also be required. This role may involve travel to other office locations and sites to engage and liaise with broader Squadron Energy (SQE) teams and relevant stakeholders.

Responsibilities Include:

- Day-to-Day IT Operations

- Ensure maximum service availability of office devices and infrastructure, such as printers, videoconferencing equipment, and wireless networks.
- Execute Incident, Request, Change, Problem, and Escalation management processes, ensuring high levels of performance, accurate reporting, and implementing service improvement activities when required.
- Resolve critical incidents promptly.
- Execute BAU service delivery, ensuring appropriate systems, policies, and procedures are in place and followed.
- Participate in internal and external service review meetings covering performance, service improvements, quality, and processes.






- Contribute to the development and tracking of the end-user support budget, including software licensing, office technology, and end-user device costs.

- Project Delivery

- Support delivery of key technology projects such as infrastructure enhancements, network upgrades, hardware refreshes, and cybersecurity-related changes.
- Identify continuous improvement opportunities to increase the end-user experience, while enabling efficiency and effectiveness of the business using innovative solution design thinking.

- Hands-on Support

- Provide onsite support for end-user devices including laptops, tablets, and company/BYOD mobile devices.
- Provide deskside resolution for incidents and service requests that cannot be resolved remotely, ensuring prompt resolution within target SLAs.






- Proactively onboard new starters to ensure workstations are provisioned in a timely manner.
- Execute the termination process for leavers, including collection of hardware and required security treatment upon exit.

Requirements

- Extensive IT Support experience, including troubleshooting and resolving complex technical issues while providing exceptional customer service.
- Strong vendor management and influencing skills, ideally with an established network in the IT managed service provider space.
- Excellent interpersonal skills, consistently demonstrated via all engagement channels; phone, chat, email and face to face, as well as a team-focused mentality with the proven ability to collaborate effectively with diverse stakeholders.






- Adept at problem solving with ability to communicate complex issues to diverse audiences in an easily understood and actionable manner.
- Ability to work in a flexible, fast moving and dynamic environment with some level of ambiguity, and confidence to clarify business needs and identify opportunities for value creation.
- Ability to manage competing priorities and deliver multiple projects simultaneously.
- Demonstrated technical expertise in providing best-in-class desktop and office technology environments, with a solid understanding of:

- Windows 10/11 desktop and Windows Server environments
- Microsoft 365 suite (including SharePoint, Teams, OneDrive)
- Entra Active Directory administration
- Intune administration, including application packaging
- Exchange online






- LAN infrastructure, including internet connectivity, firewalls/routers, switches, wireless access points, etc.
- Workstation technology, including multiple monitors, laptop docking stations
- Meeting room AV technology
- Secure printing technology

Benefits

What’s on Offer:

In addition to a competitive remuneration package combined with attractive benefits, employees have the opportunity to access training and career development, and workplace flexibility. Squadron Energy also recognises the importance of diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. Visit www.squadronenergy.com to learn more about us.

Driving a diverse, inclusive and respectful culture:







We’re committed to safe, healthy and respectful workplaces. A place where everyone matters always. We welcome and celebrate the differences and similarities among people including gender, identity, ethnicity, race, heritage, sexual orientation, disability, age, culture, religion, language, appearance, parental status and education. We believe diverse experiences and perspectives not only make us more innovative, productive and engaged, but are crucial to our success. If you require assistance to apply for this job because of disability or special needs, please contact us [email protected]. No other requests will be acknowledged.

Please monitor your email regarding communication on progress of your application.





Only successful applicants will be contacted. Aboriginal and Torres Strait Islander people are encouraged to apply.

Appointment to this position will be subject to reference checks, a National Police Check and other applicable background screening if required.