This role will be the ambassador for ROCSOLID’s IT Service Desk and a point of contact for resolving all issues/requests. A highly customer focused role that will blend exceptional service and technical capabilities.

- Great company culture

- Work with a close-knit team

- Challenging and rewarding role

- Supporting clients and client systems across on-prem and cloud infrastructure

- Based in Sydney CBD, near Town Hall train station and Gadigal Metro station

Our Purpose

At ROCSOLID, we pride ourselves on being a team of highly skilled, dedicated professionals with experience across all aspects of IT and technology. We offer white-glove service and work tirelessly to ensure that you receive the best service possible. Our mission at ROCSOLID is to provide fortified IT and unbreakable support. We care about these two things most...that's why it's our tag line...

Key Responsibility Areas

Level 1 IT Support

- Assisting with 1st level support escalations for all IT incidents and service requests, encompassing a wide range of tasks such as software and hardware troubleshooting.

- Ensure that all requests and incidents are logged in the service management system, prioritised and classified appropriately.

- Respond to and action incident and service request tickets in a methodical and timely manner in accordance with SLAs

- Follow our ITIL-aligned incident, problem and change management processes

- Complete regular daily/weekly/monthly checklists as required

- User account maintenance – creation, modification, termination, password resets.

- Display strong customer service standards by building and maintaining good relationships with stakeholders

Level 2 IT Support

- Provide 2nd level support for desktop, EUC, printing, telephony (landline, mobile and VOIP), Office and collaboration applications (email, Teams, VC)

- Administration of Active Directory, Office 365

- Administration of Intune, Azure, AWS, and Microsoft 365 tenants

- Monitoring and administration of backups





- Maintain and promote awareness of and compliance with information security policies and processes in all interactions

- Installation and assistance with desktop applications

- Some Azure and business application administration

- Ensure documentation is kept up to date and regularly reviewed

- Apply updates to Windows workstations to keep systems secure and current

- Engage external vendors for support and escalations where required

- Minimise downtime for all business systems

Participate in IT Infrastructure & Comms projects/enhancements

- As necessary and directed from the IT operations enhancement list

- Assist in projects where required

Management of IT operations registers (Asset/Backup etc)

- Ensure accurate management of all IT registers.

- IT asset management.

Experience you will bring

- Bachelor Degree or similar qualifications in related field

- Proven experience in a customer-facing role, with a solid emphasis on customer satisfaction

- Minimum 2 years in a similar role, ideally within the Finance sector or an internal IT Support role

- A friendly, approachable personality that offers reassuring assistance to all staff and customers. While we don’t expect anyone to know all the answers, the ability to reassure staff and customers that you can find an answer for them is an essential skill.

- Experience with Autotask or other ticketing or ITSM systems

What We Bring:

- An opportunity to gain valuable experience with guidance and mentorship from leading industry experts.

- Wellness benefit centered around your physical, mental, financial, and social health including a $299 allowance to spend on your health each year.

- Birthday leave.

- Collaborative and inclusive culture – everyone is friendly and happy to help.

- Support of ongoing professional development and professional certifications.

Requirements:

- Australian Citizenship or Permanent Residency

- Australian C Class Drivers License

- Ability to lift and move equipment. As this is a hands-on role, the ideal candidate will need the ability to lift and move equipment such as switches, PC's and monitors.

📌 Senior Support Officer (Sydney)
🏢 ROCSOLID
📍 Sydney