Job Description

ICT System and Field Technician (Sydney Part-Time Role)

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Job Openings ICT System and Field Technician (Sydney Part time Role)

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About the job ICT System and Field Technician (Sydney Part-Time Role)

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Highlights of the Position

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- Perfect for a 3rd Year Uni Student studying IT who wants flexible and real-world experience to launch their career.
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- Possible Full-Time Employment available during University Breaks and after Graduation.
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Must have a Car and Permanent Residency in Australia

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Job Description: ICT System/Field Technician (Part-Time)

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The following Goals and Duties are applicable for every client's network that is managed by Network Overdrive.

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Location

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The Position requires the person to work at Network Overdrive's Site office and at client's premises as required by Network Overdrive.

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Goals

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The position has the following performance indicators:

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- High Customer Satisfaction (99% rating): Excellent customer service to meet or exceed customer expectation for work done.
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- On Budget Resolution (85%): Be able to resolve over 85% of assigned tasks within budget.
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- On time response (90%): Be able to meet response times as set by Dispatch/SLA required.
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- Utilisation Rate (80%): Be able to demonstrate through Connectwise ticket system as utilisation rate over 80% (billable vs non-billable time)
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- First time Resolution (80%): Be able to resolve work on first visit will no re-work required by themselves or others.
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- All assigned requests set to in progress within 120 min of creation.
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- Timesheets up to date daily.
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Values and Principles

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- Customer Service: Maintenance of healthy customer relations and the provision of excellent technical service is vital. This is especially achieved through the following:
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- System Availability: The network system and all data and support services it provides should be available to the organization whenever needed.
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- System Confidentiality: The information carried and stored on the network should be available only to persons authorised to access it.
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- System Integrity: The network and its support services should behave as expected; in particular, data should be modified only in accord with the needs of the organisation.
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- System Usability: The services provided by the network should facilitate the organisations and staff's tasks rather than impeding them.
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- System Flexibility: The network system should be able to be easily adapted to the changing needs of the organisation.
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Duties

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The position is responsible for the following duties in accordance with the above goals:

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Customer Relations and levels 1 incident management/SLAs

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- Advise and prepare quotes on hardware resources for new or upgraded systems.




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- Monitor/resolve level 1 issues and SLAs.
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- Track such problems and take reasonable steps to prevent recurrence.
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- Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
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- Help to On-board new clients as they are introduced to company.
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- Create and update documentation to include system reviews and recommendations.
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- Improve customer service, perception, and satisfaction.
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- Work in a team and communicate effectively.
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- Escalated service issues that cannot be completed within agreed service levels.
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- Help Document internal processes and procedures related to duties and responsibilities.
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On-call Support

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- Be on call once a month for a weekend as per roster.
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Consultation

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- Assess and report on original status of client's systems security and efficiency.
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- Support senior staff in their advice clients on best practice for system and network administration.
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- Assist senior staff proposing various solutions for clients.
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- Develop some Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
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- Develop basic knowledge of the service catalogue and how it relates to customer's needs.
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Management of the backup and restoration of data

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- Implement and monitor an automated backup strategy of essential data within the network.
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- Periodically verify the backups to ensure integrity.
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- Periodically review the backup strategy and modify as necessary.
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User Administration

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- Maintenance of user accounts on all network servers.
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Fault Prevention and Monitoring

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- Ensure reasonable steps are taken to prevent hardware and software failure interrupting company operations.
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System Upgrades, Installation and Configuration

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- Help senior staff to plan and implement a hardware purchase policy to assist decisions for hardware purchases.
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- Ensure hardware and relevant software (including operating systems and applications for company operations) are installed and configured in accord with security, administration and facility (ease-of-use) goals.
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Hardware maintenance

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- Ensure all new and existing hardware is tracked in the hardware configuration registry.
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- Perform diagnostics and liaise with hardware vendors to fix faulty equipment.
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- Monitor systems to ensure the registry remains current.
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Software maintenance

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- Ensure that all purchased software is tracked in the software registry.
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- Ensure all physical copies of software packages are tracked and their current location known at any time. Monitor usage of limited-license software.
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- Install and manage a standard operating environment (SOE) for clients.
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- Apply updates/patches as needed to approved software.
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Security

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- Understand the site security policy based on the customer's requirements.
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- Implement site security procedures based on the security policy.
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- Educate staff on how security policy and procedures affect company operations.
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- Monitor and record any breaches or attempted breaches of the security policy.
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- Monitor and adjust the site security policy and procedures to ensure continuing adherence to company goals.
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System Support

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- IT support relating to technical issues and project implementation.
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- Support services for Microsoft-related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
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- Support of virtual environments including VMWare, Hyper-V and backup and disaster recovery solutions
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- Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
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- Understand and respond to any issue according to the SLA that a customer has chosen.
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- Respond to users experiencing problems with the configuration of their workstations or the network and its services.
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- Ensure such problems are resolved adequately.
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- Track such problems and take reasonable steps to prevent recurrence.
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- Provide support over the phone, via remote access and onsite as needed.
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Accountability

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- Record all effort in a language understood by the client and administration staff. Date, length of time, Activity Description, Client and person authorizing work should be detailed.
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- Expense claims are to have accompanying receipts and not exceed approval limits.
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- Responsible for entering time and expenses in ConnectWise as it occurs.
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- Work through a daily schedule in ConnectWise that has been established through the dispatch process.
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- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
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- Enter all work as service tickets into ConnectWise.
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Training and Professionalism

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- Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
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- Join a professional organisation (ITPA or SMBIT-pro etc) (fee paid by Network Overdrive)
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📌 ICT System and Field Technician (Sydney Part-Time Role) (New South Wales)
🏢 Network Overdrive
📍 New South Wales