The role
We currently have an exciting 12 month opportunity for a Senior Infrastructure Support Analyst with experience across level 1 & 2 IT support. As part of a proactive and customer centric team, you will be full time and based in our Canberra office on a permanent basis. 

In regular contact into our Melbourne based Infrastructure Team Leader, this role will see you actioning user incidents and requests escalated via the National Customer Service Centre. We are looking for a candidate who is proactive, will use their initiative, is flexible in their approach and can prioritise their workload.  

Key responsibilities
As part of our IT national team, you will have the technical knowledge and skills to liaise with internal customers over the phone and face to face. Your focus will be to trouble shoot and problem solve level 1 & 2 IT related issues and escalate to level 3 when required. You will work with SLA's and be flexible with your working hours on a rotational roster and some weekends/out of hours work as required. You will also be responsible to setup\allocate\track user equipment for asset tracking and maintain minimum stock levels of equipment. There's also opportunity to assist our Business Advisory Services team, so together we provide an efficient user experience. 

Skills & Experience
To be successful in this role, you will have 3-5 years' experience in level 1 & 2 IT support providing outstanding customer service delivery to internal customers. Your articulate and clear verbal and written communication skills, IT problem solving skills, attention to detail and friendly persona with customers will see you succeed. You will need to;

• Provide Level 1 & 2 phone and face to face technology support 
• Identify and escalate unresolved issues to 3rd level support
• Provide AV Support to the Canberra office and have a thorough understanding of the AV environment in each CU office
• Setup, support, install and relocate hardware and software as required (includes multiple devices per user e.g. laptop, iPad and mobile phone as standard for many users)
• Carry out imaging / re-imaging of equipment
• Maintain accurate HEAT call records and ensuring that the integrity of the HEAT system is maintained
• Accurate incident, requests and assets keeping using our preferred application Heat
• Windows 10, Outlook 2016/365, VMWare
• Remote Access support, Audio Visual support, Tablet and iPhone support
• Document Management – iManage Work, printing support (security swipe)
• Strong customer service skills 
• Articulate communicator with strong written and verbal communication skills 
• A strong focus on customer satisfaction and working to SLA's 
• Flexibility to assist offsite and rotating On-call
• Participation in local and national projects including roll-outs and implementation

The Infrastructure Services team
The Clayton Utz Infrastructure Services team provides our partners and employees with a range of technologies to assist smooth and efficient IT services. These services are essential to the everyday mechanics of Clayton Utz and integral to effective client service delivery. These include hardware, software, networking and implementation.

How to Apply?

We prefer to work directly with candidates, if you are interested in this role, please click the ‘Apply’ button or contact the consultant, details below, for more information. Clayton Utz is an inclusive employer that supports flexible work arrangements, please feel free to discuss your flexibility needs with the recruiter for this role.

Consultant Contact Details

Shibanni Dave, (02) 6279 3543

Accessibility and Inclusion

We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process. Do you require any support or reasonable adjustments to complete your application? If so, please contact the recruiter via the above telephone number or via email to [email protected].

For more information on Clayton Utz, please visit www.claytonutz.com or follow us on LinkedIn here.

Agency submissions

Clayton Utz does not accept agency submissions unless the agency is specifically contacted by a member of the Clayton Utz Recruitment Team. Please do not forward candidate profiles or resumes to Clayton Utz partners, hiring managers or other employees - this will not constitute as an introduction to the firm and Clayton Utz will not be liable for a fee.