Why ONCALL

ONCALL Group Australia is a recognised leader in the child, youth and family and disability sectors; we are people focused, driven by strong values and employ only the best staff to provide support to children who are statutory clients of the Child Protection system.

The Role

ONCALL is looking for a talented Level 2 IT Support Technician to resolve helpdesk tickets across the business in Australia on an ongoing contract. You will provide IT technical support to the network of head office and retail stores in order to maintain the day to day operation of the IT network and help desk with some after hours support as required.

Their network is predominantly Microsoft so we are looking for someone with strong diagnostic, troubleshooting and administration skills with MS Windows 10, Windows Server, AD, Exchange, SQL, DHCP, etc., as is experience with configuration and deployment of various hardware devices.

Responsibilities include

• Reviewing logged tickets by the business.
• Following up with requester to make sure all relevant data pertaining to the issue has been captured and logged to the ticket.
• Perform L1/L2 diagnostics and troubleshooting. Able to research and resolve issues.
• Create quality documentation and guides to build the helpdesk knowledgebase.
• Resolve usual array of IT issues with Networking, WiFi, IP addressing, MS Windows & Office, Printing, VPN, Remote Desktop, File Shares, Permissions, etc.
• Be comfortable to escalate and manage escalated tickets with third parties.
• Setting up new hardware (PCs, Laptops, Phones, Printers, etc) for users.
• Experience with Active Directory, RDS, Exchange Admin, User Permissions, etc.

Experience and/or Qualifications

• 3 years proven experience and competency in level 1 and 2 technical support
• Experience working with a helpdesk system and be and able to create quality tickets with detailed information.
• Comfortable to call users and third parties to follow up and drive resolutions.
• Experience providing support to retail operations staff (POS, EFTPOS, thermal docket printers, networked printers, remote management of hardware devices, wifi, etc)
• Accustomed to liaising with technical and non technical stakeholders at all levels.
• Microsoft Administration skills (Windows 10, Windows Server, Exchange, SQL, DHCP, AD, etc)
• Hardware configuration (Printers, Routers and Access Points, Switches, etc)
• Computer Setup, backup, configuration, deployment

Crucial to this role will be your superior attention to detail and ability to work in our fast-paced environment. You will be friendly, professional, approachable and focussed on providing the highest level of customer service at all times.

Sound like a role for you?

APPLY NOW as this opportunity won’t last! We are so proud of the work we do- and you will be too.

ONCALL is a Child Safe organisation, committed to Zero Tolerance to Abuse in care. We take seriously our responsibility to ensure the safety and wellbeing of all vulnerable children, young people and adults living with disabilities that we support. All applicants and employees must undergo mandatory screening checks. Only applicants with Australian Working Rights should apply. Indigenous Australians and Torres Strait Islanders are encouraged to apply.