ICT System Support Officer

DIGITAL SERVICE SUPPORT OFFCIER

Who are we?

Welcome to Yancoal. For nearly 20 years, we have been supporting the prosperity of Australia. With over 4,500 people working across our operations, our team is made up of experts in their field. From engineers to operators, to environmentalists, surveyors, tradespeople, accountants, marketers and beyond – we are proud of our people and everything we achieve together as One Yancoal. Yancoal Australia now owns, operates or participates in nine producing coal mines across NSW, Queensland and Western Australia.

But mining is about much more than just the product we export or how it is used. The Australian mining sector creates rewarding careers. Mining allows Australian regional towns to thrive. Mining underpins government budgets and provides people, communities and societies with a future. Yancoal’s story goes beyond our product. It is about the positive impact we have on people’s lives and livelihoods: graduates getting a foot in the door; the people who serve us our morning coffee on the way to work; the local businesses we support; the environment we regenerate; the communities we nurture; the workplace culture we create; the mateship we foster; and the Australian families that rely on us for a future.

At Yancoal we are looking for those individuals that show dedication to their role, are courageous and focused on driving success for the company and themselves through their career pathway.

What does your daily life look like at Yancoal?

As a Digital Service Support Officer you will provide efficient and effective remote and onsite IT service delivery to Yancoal employees within the guidelines set out by the Yancoal ICT groups.

Your responsibilities include :

• Provide IT support to multiple mine sites and office locations as part of the Yancoal IT service team.
• Responding to requests for assistance with IT systems and equipment in a timely manner.
• Support of all local Desktop, Laptop, Printer, Audio Visual and Telephone devices across Yancoal.
• Administration of onsite server and network infrastructure as directed by Yancoal IT Infrastructure group.
• Provision of Desktop and Laptop builds.
• Liaise with external vendors and service providers for hardware and software queries.
• Generation and escalation of IT Support requests and incidents in the Service Desk management tool.
• Prioritise client incidents and requests according to business impact and setting the ticket severity appropriately.
• Communicate and escalate high severity issues as appropriate.
• Track and maintain the progress of Service desk requests and liaise with relevant parties
• Maintain up to date documentation of local IT environment
• Follow and participate in Yancoal IT Change control procedure.
• Participate in relevant site or team based ICT meetings as needed

What do you need to be successful in the role?

To be successful in the role you will require the following skills:

Qualifications:

• Relevant tertiary qualifications and/or experience of an intermediate Systems Support Officer is required. This is not an entry level role.

Skills:

• High level customer service skills with the ability to understand the customer’s needs and manage expectations
• Server backup and virtualisation technologies, strategies and operation
• Remote support technologies
• Operating and maintaining IP and traditional PABX Telephony systems
• Basic to intermediate network troubleshooting skills
• Current Drivers License and ability to drive

Experience:

• Minimum 5 years experience in a 1st/2nd level support role
• Windows 10, Office 365, Server Administration
• Knowledge or experience with Cisco Meraki desirable
• Knowledge or understanding of VMWare product desirable
• Knowledge or understanding of Carbon Black desirable
• Knowledge or understanding of Mimecast desirable
• Mining industry experience desirable

Benefits

We offer competitive remuneration packages for our roles

• A vast range of retail discounts including major department stores, cinemas, restaurants
• Subsidised corporate health insurance for you and your family
• Financial assistance and study leave for relevant qualifications
• 18 weeks paid parental leave with no waiting period
• Multiple types of flexible work arrangements
• Access to financial advice from a leading bank
• Salary Continuance and Life Insurance Cover
• Salary sacrifice options, Service recognition rewards, Employee Assistance Programs

Yancoal values diversity and inclusion and encourages applications from people with diverse backgrounds including First Nations people, people with disability, people from diverse cultural and linguistic backgrounds, and people that identify as LGBTQIA+. If this is sounding like what you might be looking for in your next role apply today to start an exciting new journey with us.