Job Description
/n /n Highlights of the Position /n /n
- 20 -24 Hours per week. /n
- Perfect for a 3rd Year Uni Student studying IT who wants flexible and real-world experience to launch their career. /n
- Possible Full-Time Employment available during University Breaks and after Graduation. /n /n Must have a Car and Permanent Residency in Australia

Job Description
ICT System/Field Technician (Part-Time)/n The following Goals and Duties are applicable for every client's network that is managed by Network Overdrive. Location/n The Position requires the person to work at Network Overdrive's Site office and at client's premises as required by Network Overdrive. Goals/n The position has the following performance indicators: /n /n
- High Customer Satisfaction (99% rating): Excellent customer service to meet or exceed customer expectation for work done. /n
- On Budget Resolution (85%): Be able to resolve over 85% of assigned tasks within budget. /n
- On time response (90%): Be able to meet response times as set by Dispatch/SLA required. /n
- Utilisation Rate (80%): Be able to demonstrate through Connectwise ticket system as utilisation rate over 80% (billable vs non-billable time) /n
- First time Resolution (80%): Be able to resolve work on first visit will no re-work required by themselves or others. /n
- All assigned requests set to in progress within 120 min of creation. /n
- Timesheets up to date daily. /n Values and Principles/n /n
- Customer Service: Maintenance of healthy customer relations and the provision of excellent technical service is vital. This is especially achieved through the following: /n
- System Availability: The network system and all data and support services it provides should be available to the organization whenever needed. /n
- System Confidentiality:



The information carried and stored on the network should be available only to persons authorised to access it. /n
- 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. /n
- System Usability: The services provided by the network should facilitate the organisations and staff's tasks rather than impeding them. /n
- System Flexibility: The network system should be able to be easily adapted to the changing needs of the organisation. /n Duties/n The position is responsible for the following duties in accordance with the above goals: /n Customer Relations and levels 1 incident management/SLAs /n /n
- Maintain healthy customer relations. /n
- Advise and prepare quotes on hardware resources for new or upgraded systems. /n
- Monitor/resolve level 1 issues and SLAs. /n
- Track such problems and take reasonable steps to prevent recurrence. /n
- Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc. /n
- Help to On-board current clients as they are introduced to company. /n
- Create and update documentation to include system reviews and recommendations. /n
- Improve customer service, perception, and satisfaction. /n
- Work in a team and communicate effectively. /n
- Escalated service issues that cannot be completed within agreed service levels. /n




- Help Document internal processes and procedures related to duties and responsibilities. /n /n On-call Support /n /n
- Be on call once a month for a weekend as per roster. /n /n Consultation /n /n
- Assess and report on original status of client's systems security and efficiency. /n
- Support senior staff in their advice clients on best practice for system and network administration. /n
- Assist senior staff proposing various solutions for clients. /n
- Develop some Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals. /n
- Develop basic knowledge of the service catalogue and how it relates to customer's needs. /n /n Management of the backup and restoration of data /n /n
- Implement and monitor an automated backup strategy of essential data within the network. /n
- Periodically verify the backups to ensure integrity. /n
- Periodically review the backup strategy and modify as necessary. /n /n User Administration /n /n
- Maintenance of user accounts on all network servers. /n /n Fault Prevention and Monitoring /n /n
- Ensure reasonable steps are taken to prevent hardware and software failure interrupting company operations. /n /n System Upgrades, Installation and Configuration /n /n
- Help senior staff to plan and implement a hardware purchase policy to assist decisions for hardware purchases. /n
- 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. /n /n Hardware maintenance /n /n
- Ensure all new and existing hardware is tracked in the hardware configuration reg

📌 ICT System and Field Technician (Sydney)
🏢 Integral Connection t/as Network Overdrive
📍 Sydney