Ict System and Field Technical - Brisbane, Australia - Integral Connection t/as Network Overdrive

Description

Highlights of the Position:

• 20 Hours per week.
• Perfect for a 3rd Year Uni Student studying IT who wants flexible and realworld experience to launch their career.
• Possible Full-Time Employment available during University Breaks and after Graduation.

_ Must have a Car and Permanent Residency in Australia_

Job Description:

ICT System/Field Technician (Brisbane Based Part-Time):
The following Goals and Duties are applicable for every client's network that is managed by Network Overdrive.


Location:

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

Goals:


The position has the following performance indicators:

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

Values and Principles:

• Customer Service: Maintenance of healthy customer relations and the provision of excellent technical service is vital.

This is especially achieved through the following:

• System Availability: The network system and all data and support services it provides should be available to the organization whenever needed.
• System Confidentiality: The information carried and stored on the network should be available only to persons authorised to access it.
• 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.
• System Usability: The services provided by the network should facilitate the organisations and staff's tasks rather than impeding them.
• System Flexibility: The network system should be able to be easily adapted to the changing needs of the organisation.

Duties:

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

• Customer Relations_ _and levels 1 incident management/SLAs_
• Maintain healthy customer relations.
• Advise and prepare quotes on hardware resources for new or upgraded systems.
• Monitor/resolve level 1 issues and SLAs.
• Track such problems and take reasonable steps to prevent recurrence.
• Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Help to Onboard new clients as they are introduced to company.
• Create and update documentation to include system reviews and recommendations.
• Improve customer service, perception, and satisfaction.
• Work in a team and communicate effectively.
• Escalated service issues that cannot be completed within agreed service levels.
• Help Document internal processes and procedures related to duties and responsibilities.
• Oncall Support_
• Be on call once a month for a weekend as per roster.
• Consultation_
• Assess and report on original status of client's systems security and efficiency.
• Support senior staff in their advice clients on best practice for system and network administration.
• Assist senior staff proposing various solutions for clients.
• Develop some Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
• Develop basic knowledge of the service catalogue and how it relates to customer's needs.
• Management of the backup and restoration of data_
• Implement and monitor an automated backup strategy of essential data within the network.
• Periodically verify the backups to ensure integrity.
• Periodically review the backup strategy and modify as necessary.
• User Administration_
• Maintenance of user accounts on all network servers.
• Fault Prevention and Monitoring_
• Ensure reasonable steps are taken to prevent hardware and software failure interrupting company operations.
• System Upgrades, Installation and Configuration_
• Help senior staff to plan and implement a hardware purchase policy to assist decisions for hardware purchases.
• Hardware maintenance_
• Ensure all new and existing hardware is tracked in the hardware configuration registry.
• Perform diagnostics and liaise with hardware vendors to fix faulty equipment.
• Monitor systems to ensure the registry remains current.
• Software maintenance_
• Ensure that all purchased software is tracked in the software registry.
• Ensure all physical copies of software packages are tracked and their current location known at any time. Monitor usage of limitedlicense software.
• Install and manage a sta