ICT Systems Support Officer

ICT System Support Officer

Are you solutions focused and have a passion for solving people’s IT issues? Be part of our ICT team based in Sydney CBD

• Full time permanent opportunity with generous well-being program
• Work for ASX listed mining organisation
• Work with a collaborative team who can think outside the box

Who we are

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.

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.

This is a onsite role, which requires you to be in the office all 5 days

Your responsibilities include :

• Provide IT support to local and remote staff via phone, email and face to face communication.
• 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.
• Complete periodic out of hours on call responsibilities as required.
• Complete out of hours work as required.
• 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:

• Ability to work both in a team and autonomously.
• Excellent phone manner
• 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 Driver’s License and ability to drive.

Experience:

• Minimum 5 years experience in a 1st/2nd level support role
• Windows 10/11, Office 365, Active Directory, SCCM and 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 highly regarded.
• Knowledge of SAP or mining applications and systems 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.