IT Support Officer

IT Support Officer

The role

As part of the Service Desk Team, the IT Support Officer will have a focus on providing technical support (Level 1 & 2) and customer service to Saab staff across the organisation.

The role is responsible for the delivery of responsive, high-quality support and maintenance across a wide range of systems and services.  The position ensures that incidents and service requests are resolved efficiently while maintaining a strong focus on customer experience, continuous improvement, and knowledge sharing.

In addition, and where appropriate, the Support Officer may participate and work on larger ICT projects

This position is based in Melbourne and is a Fixed term 24 months contract.

Further, the successful candidate will:

• Provide 1st & 2nd level support to Saab’s internal staff and where capable, provide 3rd level support to Saab’s internal staff for hardware, software, networking, and application related issues via phone, email, remote, and in-person.
• Triage, troubleshoot and resolve incidents and service requests in the ITSM system, ensuring accurate documentation whilst ensuring prompt professional service;
• Escalate complex or high-impact issues to Level 3
• Undertake day-to-day administrative duties, such as:
  • Account management
  • File & Print Services Management
  • Client setup, configuration and support
  • Installation, configuration and support of corporate and enterprise-wide support tools, systems, applications and technologies
  • Asset Management
  • Audio Visual Management

• Work, communicate and cross-skill with other members of the Service Desk team, and where appropriate with the greater ICT group
• Report to ICT Management on key issues and task outcomes
• Actively participate in regular operational meetings as team and business needs dictate
• Some domestic travel may be required, from time to time, to provide support to other Saab offices.
• Comply with legislation and Company policies, processes and instructions, including those relating to non-discrimination, safety and duty of care and the quality management system

About you

Your skills and experience will include:

• 2yrs+ IT industry experience within a support role
• Experience with enterprise device management processes and tools;
• Working knowledge of technologies, such as:
  • Active Directory
  • Microsoft Windows 10
  • Microsoft Office 2010/2016
  • Microsoft SCCM
  • Collaboration software and devices
  • Audio Visual
  • Basic Network fundamentals, such as TCP/IP, DHCP, DNS.

• Experience working with Helpdesk and/or tasking systems
• Experience in one or more scripting languages (e.g. PowerShell, Python, etc.)
• Excellent problem-solving skills
• Good all round client facing skills with the ability to communicate technical information to a variety of audiences
• Knowledge/understanding of ITIL processes and service management best practices
• Fundamental understanding and awareness of information security and how this is applied in operational environments
• Able to adapt to changing priorities, tasks and requirements and work under pressure
• ITIL V4 (desirable)

As a defence security clearance is required for this role, applicants will be required to hold an Australian Citizenship and Australian Defence Security Clearance NV1/NV2 level.Information including past and present nationality and citizenship may be requested to check eligibility for access to materials controlled under various export control regimes, including ITAR.

About us

Saab Australia is a defence, security and cyber solutions provider, specialising in the development and integration of major defence and security systems. For over 35 years in Australia, we have built a reputation for delivering complex systems integration projects that provide proven and advanced capabilities to keep us ahead of today’s challenges.

From combat, communications, security and underwater systems, to mixed reality, cyber security and deployable health solutions, our extensive portfolio of products and services provide high-technology solutions for defence forces and civil industries across the globe.

Apply today to join our crew and deliver solutions with purpose!

What you will be part of

Explore a wealth of possibilities. Take on challenges, create smart inventions, and grow beyond. This is a place for curious minds, brave pioneers, and everyone in between. Together, we achieve the extraordinary, each bringing our unique perspectives. Your part matters.

Saab is a leading defence and security company with an enduring mission, to help nations keep their people and society safe. Empowered by its 26,000 talented people, Saab constantly pushes the boundaries of technology to create a safer and more sustainable world.

Saab designs, manufactures and maintains advanced systems in aeronautics, weapons, command and control, sensors and underwater systems. Saab is headquartered in Sweden. It has major operations all over the world and is part of the domestic defence capability of several nations. Read more about us here

Culture and benefits

We employ over 1000 Australians and are committed to fostering a culture of excellence and enriching the employee experience.

By joining Saab, you’ll be a part of a collaborative and supportive organisation, where your professional growth and work-life balance are emphasised. You’ll work within an innovative and vibrant workplace, while having the opportunity to develop a long-term, fulfilling career.

As a valued team member of Saab Australia, you’ll access a variety of perks and benefits to support you and your family including:

• 6 weeks paid leave each year
• 14% superannuation
• Free Income Protection Insurance
• Flexible working options
• Access to the Saab shares matching scheme
• Access to MySaab - our online store offering everything from cash back at hundreds of stores to discounts from exclusive partners

For further information about a career at Saab, visit the page adjacent: https://www.saab.com/markets/australia/careers/saab-life

Applications

Click ‘Apply’ to submit your CV and cover letter in support of your application. Kindly observe that this is an ongoing recruitment process and in exceptional circumstances, the position might be filled before the closing date of the advertisement. We encourage applications as early as possible to avoid disappointment.

By submitting an application to Saab, you consent to undertaking workforce screening activities including, but not limited to: reference checks, Australian Federal Police check, verification of working rights and qualifications, sanctions screening and a pre-employment medical declaration.

Saab Australia is an Equal Opportunity Employer and encourages Aboriginal and Torres Strait Islanders to apply. We also welcome applications from individuals with culturally diverse backgrounds.

Saab Australia is a nationally recognised Veteran Employer of Choice that welcomes the interest of ex-service members, veterans and their families.