The role:

This is a unique role for contracted via agency to a global blue-chip Technology Company. The successful candidate will be the onsite liaison for one of the technology companies' key clients, who will manage and maintain their devices.

You will be responsible for providing L2 Helpdesk service, focusing on Network Support, Print Manager administration (Windows Server 2016/2019), and customer service support while working for one of the key customers.

The role will cover the shifts 08:30 to 16:30 and 11:00 to 19:00, these shifts will be alternate on a

monthly basis. Role is on site not remote or work from Home. Role will cover 3 sites in CBD.

Essential skills:

• Network troubleshooting

• Print Manager administration on Windows Server 2016 or 2019

• High level customer contact and communication skills

Desired skills:

• Web JetAdmin administration (candidates with this skill will be looked upon favourably)

• Excel formula maintenance and creation

• Time management

On-Site Administrator (OSA) responsibilities:

Proactive Device Monitoring

• Monitor devices through Vendor Web Jet Admin

• Provide proactive monitoring coverage of devices

• Provide troubleshooting for alerts generated by devices and follow through the issues until successful

resolution.

• Notify Branch staff via email when an alert has been identified detailing the resolution steps (if

available)/ expected resolution timeframes

• Arrange for on-site technician to resolve incidents when required.

• Record incidents via Client Service Management tool

• SDM incidents to be raised and acknowledged within 4 business hours of alert notification.

• Manage and maintain alerts to be tracked by Web Jet Admin (refer Web Jet Admin Critical Alert Matrix

in Appendix A)

• Review list of enabled alerts for relevance and provide advice on any new alerts that should be enabled

or disabled.

Second Level Support

• Provide second level support for Client calls to the Vendor Customer Care number when required

• Record incidents via Client Service Management tool – SDM, for all 2nd level support incidents

• Replace Consumables and check paper levels, as needed at each device locations ensure adequate

consumables are available at respective 3 sites.

• Drive continual service improvement by upskilling the first level support team to improve resolve at first

contact metric.

• Keep Client Knowledge Articles update to date and write new documents as required.

• Vendor will exercise best effort to assist with issue resolution that may be result from Client’s physical or

virtual infrastructure, including networking and security

Device Installation Support

• Coordinate device additions, moves changes and replacements when directed by CSM

• Provide end-to-end installation support (new devices installed).

• Assist users in mapping and setting up printers as per Client provided setup script. Should standard

setup script fail, incident will be redirected to Client Support team. – NOTE: Limited to Windows printing

utilising UPD drivers. Application printing will not be supported which includes but not limited to, Citrix,

Mainframe sources, Unix, iOS, Android etc.

Reporting

• Assist in the collection of usage pages for devices when required

• Maintain directory of devices, location, IP Address, configuration types

• Maintain an up- to-date user contact list for each device, updated on a fortnightly basis.

• Provide Ad hoc reports as requested by Client

Configuration Changes

• Provide technical assessment on configuration update requests

• Build and test configuration updates

• Deploy configuration changes in QA Environment and perform testing

• Provide a Test Summary Report, utilising the Client template, for all testing completed.

• Provide a weekly status report on the status of the release

• Create Change requests and deploy configuration changes in production environment via Web Jet

Admin in stages as requested (pilot sites followed by all sites) in adherence to Client Change

Management processes. Changes to production configuration settings can only be made with an

approved Change Order or Work Request.

• Suggest changes to configuration settings to improve performance / branch satisfaction

Software Support / Updates

• Maintain QA environment (APPAU101MEL0308) which hosts Web Jet Admin.

• Test software upgrades in QA environment

• Provide a Test Summary Report, utilising the Client template, for all testing completed.

• Assist in implementation of software upgrades to the production environment in adherence to Client

Change Management processes

• Provide first level support for issues with the Web Jet Admin

• Record incidents via Client Service Management tool – SDM, for all incidents related to Web Jet Admin

• Escalate incidents to second level support within Vendor where required

Disaster Recovery Testing

• Assist in disaster recovery exercise equivalent to two (2) weeks effort every two years

Job Offer:

Location: Melbourne CBD

Full-time: 12 months contract

Work Hours: 08:30 – 16:30 and 11:00 to 19:00 (these shifts will be alternated monthly)

Hourly rate: $35.00 per hour + Superannuation

Requirements: Police Check

Start Date: ASAP, once the police check is confirmed.