We are seeking a professional, qualified, and enthusiastic candidate for a full-time IT Support Lead position. This role will involve providing support to junior administrators as well as delivering day-to-day technical support for our operations across Australia and the broader Asia Pacific region.
The scope of responsibilities will include:
- Troubleshoots and diagnoses desktop computer systems and peripheral equipment problems. Investigates hardware/software problems of the desktop computer systems and peripherals, identifies their source, determines possible solutions, tests and implements solutions.
- Performs IT support operations, including but not limited to receiving and tracking users’ requests, assigning priority and responsible persons, resolving requests and users’ notification.
- Installs, configures, maintains and upgrades of desktop computer systems and peripherals (e.g. network cards, printers, modems, mice, add-in boards, copiers, etc.) (shared responsibility).
- Assist in performing data backups, data restores, disaster recovery, and storage management (shared responsibility).
- Assists with collecting information (including systems operation metrics) to analyze and evaluate existing or proposed computer systems.
- Performs desktop computer systems inventories (hardware and software).
- Assists in overseeing PSI’s IT Asset Management (ITAM) program, inclusive of procedures, guidelines, processes, and controls for inventory management, software licensing, maintenance, and disposal.
- Assists IT Administrators with incident management, service request fulfillment and tasks.
- Monitors the performance of IT Administrators.
- Assists with technical research on systems upgrades to determine feasibility, cost, time required, and compatibility with current systems.
- Evaluates and recommends purchases within the area of primary responsibility, prepares purchase orders, organizes purchasing process, provides inputs to IT budgets, plans and/or financial forecasts.
- Participates in development, maintenance and update of technical documentation within the area of primary responsibility including but not limited to systems configurations, problem fixes, vendors’ technical documentation and disaster recovery procedures. Participates in development, update and distribution of users’ guides and tutorials.
- Onsite (Sydney) and remote support of users (residing in Australia and Pacific region).
- Supports on-the-job training of new IT Infrastructure Services staff.