IT Support Administrator

Employment Type: Permanent, Full Time

Salary: $76,600 per annum + 12% Superannuation

Location: Level 3, 24 York Street, Sydney NSW 2000

About Australian Wool Innovation Limited (AWI)

Australian Wool Innovation Limited (AWI) is a not-for-profit company supporting Australia’s woolgrowers by investing in research, development, and marketing initiatives that enhance the global demand and sustainability of Australian wool.

About the role:

AWI is seeking a skilled and motivated IT Support Administrator to join our Sydney-based team. This role provides comprehensive ICT support services to internal stakeholders and plays a key role in maintaining, supporting, and improving AWI’s ICT systems, infrastructure, and service delivery.

Reporting to the IT Systems and Security Engineer, the successful candidate will ensure high-quality technical support, effective service management, and reliable ICT operations across the organisation. The IT Support Administrator will be responsible for, but not limited to, the following:

1. Provide IT support services, addressing user inquiries, resolving technical issues, and offering timely solutions.
2. Collaborate with end-users to troubleshoot and diagnose hardware, software, and network problems.
3. Maintain accurate records of support requests, solutions provided, and follow-up actions taken.
4. Assist in the installation, configuration, and maintenance of hardware, software, and peripheral devices.
5. Offer expertise in cybersecurity practices, ensuring network and system security measures are implemented.
6. Stay updated with industry trends, emerging technologies, and best practices to inform decision-making.
7. Collaborate with stakeholders to elicit, analyse, and document business requirements and technical needs.
8. Evaluate existing ICT systems processes and network infrastructure to identify opportunities for improvement.
9. Propose modifications, additional system components, or new systems to align with user needs and specifications.
10. Recommend optimal business practices, system functionality, and network configurations to enhance efficiency.
11. Utilize project management methodologies to plan, execute, and oversee projects from inception to completion.
12. Ensure the deployment of functional solutions, including comprehensive system testing and quality assurance.
13. Create user-friendly documentation and conduct formal training sessions to facilitate system understanding and adoption.
14. Provide expert support to troubleshoot network problems, system malfunctions, and critical emergencies.
15. Install, configure, and maintain networks, software, servers, workstations, and database applications.
16. Prepare and maintain comprehensive documentation, including network inventory, system modifications, and fault resolution records.
17. Play a pivotal role as a central reference point, offering guidance during system project decision-making.
18. Utilize advanced data and process modelling techniques to articulate clear system specifications.
19. Monitor network traffic, activity, capacity, and usage to ensure continuous integrity and optimal performance.

Skills and Qualification required:

Essential:

1. Must have full-time working right in Australia; Australian Citizenship or Permanent Residence, preferred
2. Degree in Information Technology
3. Strong knowledge of computer hardware, peripherals, and troubleshooting.
4. Experience supporting Windows 10/11, macOS, iOS, and Android devices.
5. Extensive experience with Microsoft Office 365 applications.
6. Working knowledge of diagnostic and remote support tools (e.g. TeamViewer, command-line utilities).
7. Familiarity with service management principles.
8. Experience documenting ICT processes, configurations, and systems.
9. Knowledge of data privacy legislation and cybersecurity best practices.
10. Public cloud administration knowledge, including Azure, Microsoft 365, and Dropbox.

Personal Attributes:

1. Strong customer service orientation and communication skills.
2. Excellent analytical and problem-solving abilities.
3. Ability to prioritise and perform under pressure.
4. High attention to detail and strong documentation skills.
5. Self-motivated with the ability to work independently and collaboratively.
6. Ability to translate technical concepts into user-friendly language.
7. Commitment to following up with users until issues are fully resolved.

Additional Requirements

1. On-call availability as required.
2. Willingness to work outside standard business hours during critical outages or maintenance.
3. Must be in office 5 days a week.
4. Ability to lift and transport moderately heavy ICT equipment.
5. Undertake additional duties as directed by management.

How to Apply

If you are a dedicated ICT professional seeking a permanent full-time role with a respected Australian organisation, we encourage you to apply. Please note all the applications will be confidential and only suitable candidates will be contacted for further processing.