Senior IT Support Engineer

About the role

Reporting to the IT Operations Manager, you will ensure the delivery of a positive customer experience through the provision of timely and quality onsite Level 1 and Level 2 IT support, based on IT Service Management best practices and by following operational procedures and service level agreement timelines. You will focus on the delivery of onsite service and IT infrastructure support for InfraBuild’s customers.

The role will present you with the opportunities to:

• Respond to all incidents and problems escalated from the IT Service Desk
• Provide onsite service and Level 1 and Level 2 IT support for customers 
• Log all incidents via the ITSM ticketing tool and follows due process through to final resolution 
• Ensure level of service is maintained in terms of both timeliness and quality of resolution
• Maintain strong working relationships with customers and users across the various sites and collaborate in support of a team-based approach to problem resolution
• Regularly review system performance and problem logs to identify trends and patterns in problem incidence
• Documentation of 2nd Level IT service support and problem/incident management are produced, updated and logged according to service standards
• Identify areas for improvement in IT service support related to incident management

You will need to have the following skills to be successful in this role:

• Bachelor’s degree in Information Technology, Computer Science or relevant tertiary discipline
• Similar working experience in IT Service Support, preferably in Field Services
• ITIL Certification or prior experience working in an ITIL working environment
• Passionate about providing excellent customer service and resolving problems
• Experience working with an ITSM (ticketing) tool
• Previous experience in Incident Management, Problem Management and Service Level Management
• Proficient troubleshooting skills at intermediate level in:

    Microsoft Windows-based standard operating environment (SOE)
    Microsoft O365
    Remote Desktop and Access
    Networking (Voice and Data)
    Devices such as: desktops, laptops, Smartphones, tablets, I/O devices
 

Key Benefits:

Below are some of our key central benefits that are available to all employees. Other benefits may be available depending on your role or site. 

• Generous parental leave: 20 weeks paid Primary Carer Leave and 3 weeks paid Partner Leave for those who have worked at the business for at least 12 months. The company also provides superannuation contributions for the Primary Carer during the period of unpaid parental leave for eligible employees (limitations apply).
• Access to long service leave after 5 years: Employees who are not covered by an Enterprise Agreement can access accrued Long Service Leave (LSL) at the rate of 1.3 weeks per year of service after 5 years continuous service.
• Employee Benefits Program: discounts for employees, friends and family on a huge selection of products and services from a variety of brands including Samsung, Coles, Harvey Norman, Village Cinemas, Dick Smith, Vodafone, Thrifty and many more.
• Recruitment referral awards: $1500 is awarded to eligible employees for referring friends or family to an open role if the candidate is successful.
• Corporate rates for private health insurance: Nib Health Insurance offers discounted cover for employees.

About us

InfraBuild is Australia’s leading integrated steel manufacturing, distribution and recycling business, making steel using our electric arc furnaces. We provide solutions for commercial and residential construction, large scale and nation-building infrastructure as well as our primary producers and rural sectors.  With ambitions to be carbon neutral by 2030, each day we help build futures through sustainable steel.

InfraBuild wire team is Australia's largest manufacturer of wire for construction and manufacturing industries. Our wire products are used in the manufacture of products from nails for the building industry to wire rope for draglines used in open cut mining. With InfraBuild Mills located in Geelong, VIC and Newcastle NSW, our facilities are ideally placed to service our customers’ requirements across Australia & New Zealand.

Why work here?

We offer more than just a job; we provide a dynamic environment built on three pillars that define our commitment to both our team and our industry. 

• Work with a greater purpose: Join us in the pursuit of a sustainable future as we progress our ambition to become carbon-neutral. You will contribute to a legacy that not only helps to build our nation but sustains our environment for future generations. Embrace a culture where differences are celebrated, innovation is embraced and valuing everyone's unique perspectives contributes to our transformation.

• Work well - live better: We understand the importance of working in an environment which supports you to balance your personal and professional life. Experience a culture which values you as a whole person - where family extends to the workplace and your well-being matters. You’ll thrive not only in your career with us, but beyond.

• Build your own future: Step into a culture where every day is an opportunity to grow, and where driving your own development is not just encouraged; it's expected. You’ll be empowered to take the wheel of your learning journey and uncover your potential. The possibilities are limitless.

We invite you to forge your career in a workplace where passion meets purpose, wellbeing is nurtured and the opportunity to thrive is in your hands.

It is our ambition at InfraBuild to cultivate an inclusive workplace that is as diverse as the communities we serve. We encourage candidates from all cultural backgrounds, genders, orientations, age groups, and abilities to apply. Your diversity is our strength in creating sustainable and innovative steel solutions for Australia's tomorrow.

Agencies should note that unsolicited resumes will not be accepted to this position, and GFG will not pay any fees related to resumes that are submitted directly to hiring managers and not through our approved processes.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.