Information Technology Support Officer

Helps end-users resolve issues with computer hardware or software. Responds to user inquiries, troubleshoots and diagnoses problems and identifies solutions with IT equipment and applications. Provides Level 1 and Level 2 technical support across all IMDEX solutions defined in the Service Catalogue. Provides Incident Resolution and Service Request management to meet or exceed the expectations of internal and external customers. Securely maintain the ICT Operational and physical environments in line with corporate security policies, standards and work practices. Works with guidance (but not constant supervision) to monitor, diagnose and fix technological problems. Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making. Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Builds partnerships and works collaboratively with others to meet shared objectives. Takes reasonable care of self and others in the workplace and complies with relevant legislative requirements and IMDEX Quality, Health, Safety and Environment (QHSE) management system policies and procedures. Wears, uses and maintains the provided Personal Protective Equipment and reports any unsafe practices or conditions. Risk and Compliance Contributes to the identification of risks and compliance requirements relevant to own scope of work. Applies risk management and regulatory compliance processes to own scope of work. Leads by example to promote positive risk and compliance behaviors within own scope of work.

Tertiary qualifications in Computer Science, Computer Systems, IT or a similarly related field.

Experience providing 1st and 2nd level product and technical support.

General ICT network management experience (DNS, DHCP, VPN, etc.).

Ability to resolve hardware and software faults.

Experience with Remote support tools.

Professional and engaging customer-facing skills.

6+ months of experience in software support and/or technical support of web, mobile, cloud or desktop systems.

Experience in a Service Desk environment and ITIL support processes.

Experience in mobile platform support – iOS and Android.

Strong technical knowledge of MS Office 365 including Outlook, Office, and Active Directory.

Experience with LAN/WAN diagnostics and working with Cisco Phone Systems. Experience and knowledge of VMware and Hyper-V is highly desirable. Knowledge of Microsoft Azure.

Global Game Changers It enables us to solve unique problems for global customers, reducing environmental and social impacts to shape a better global industry. We reduce the environmental impact of our activities to shape a better global industry. We embrace flexible thinking for the benefit of our people, customers, and the societies in which we operate. We serve our customers globally by leveraging our diverse teams and enabling inclusive decision making. We connect our expertise to customers to add value.

We believe in shaping the future of mining through the relentless pursuit of technologies and services that question the status quo, address our customers' challenges and set new benchmarks for what can be achieved in our industry. We listen to our people and customers to drive new technologies & approaches. We are passionate about creating positive customer experiences that deliver successful outcomes for our customers now and into the future. We achieve this by working in partnership with our customers, actively listening to their needs and delivering genuine value through efficient solutions. We create great customer experiences at every touchpoint. We place our customers' needs first and foremost, delivering on our promises. We encourage customer ownership and involvement. We create value for our customers through collaboration and innovation.