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| Full-time | Partially remote
Our Company
Founded in 1971, IBISWorld is a global company that provides trusted industry research on thousands of industries and category data for purchasing professionals.
Our mission is simple: provide and scale valuable, actionable data to the largest and most influential enterprises worldwide. To accomplish that mission, we’ve cultivated a positive, inclusive culture where people are passionate about their work and are surrounded by other kind, intelligent achievers.
IBISWorld’s biggest strength has always been people power. With offices in Melbourne, New York, Los Angeles, London, and Frankfurt, our success has created abundant opportunities for the best and brightest to bring new ideas and fresh perspectives.
We’re looking to grow our international team. If you share our mission, we would love to learn more about you.
Job Overview
Responsible for the installation and maintenance of hardware and software, documents diagnosis and resolution of faults, ensures the efficient performance of servers, printers and personal computers, and attends to other operational tasks. Also performs help desk support.
Key Responsibilities:
• 1st and 2nd level hardware and software desktop support for IBISWorld staff (with Microsoft Windows 11, Apple, Office Products, anti-virus, other software, etc..) and ensure internal support SLAs are met.
• Ability to troubleshoot connectivity issues for on-premises and work-from-home staff
• Maintenance of the Network printers across all sites including user support
• Install new hardware and software as approved.
• Conduct training for staff on new hardware and software applications.
• Desktop & Server maintenance operations including anti-virus, windows updates, software patch updates
• Network maintenance operations such as systems & traffic usage monitoring
• Follow up with hardware and software vendors to resolve relevant issues
• Support (with guidance from Global Network Manager) and make only authorised changes to:
o Physical and virtualized Microsoft Windows Servers to ensure data integrity and high availability
o Windows Active Directory, Group Policy, DHCP, DNS and file-services infrastructure
o Azure and AWS cloud-hosted services
o Office 365 services (such as email, SharePoint, Teams etc.)
o MFA services for VPN and cloud services
o User and system backups
o Monitoring and basic configuration changes on Cisco network device.
• Internet services and security administration, including DNS, domain registration, SSL certificates, VPN and network security services
• Ability to read system data including, but not limited to, cloud services logs, security and network event logs, syslog’s and firewall logs
• Communication with service providers and NOCs for reporting and follow-up of issues
• RingCentral cloud-based telephony system administration and support
• Supporting staff with setup of required software (such as email, MFA) on smartphones, tablets, etc..
• Creation or updates (as required) to documentation detailing all configuration changes and fixes.
• Communication to management on errors/outages, progress of allocated tasks and recommendations of new technologies that are relevant for the organisation
• Remote support for other offices as needed
• Ability to support stakeholders out of hours, including overseas stakeholders.
• Detailed documentation and reporting of all configuration changes and fixes that are done as required by management.
• Willingness to learn new technologies as the business' needs change and technologies in the marketplace change
• Study and work towards professional certifications as per guidance from the Global Network Manager, using the company's training and resources
• Occasional travel to remote sites for implementation and support as required
• Any other relevant IT tasks
- Must be able to work the hours of 11am - 7pm ET
Key Skills & Experience:
o 1-2 years of relevant experience.
o Microsoft Windows Server 2012, 2016, 2019 and 2022, and services such as Active Directory, File Services, DNS, DHCP and Virtualisation
o Microsoft Office 365
o Windows 11 clients including Microsoft Office
o Cisco Networking & Security skills useful
o Microsoft Azure required or must be attained in the first 3 months of employment.
o AWS knowledge useful.
Education requirements:
o Preferably qualification in IT network and/or systems
o Bachelor's degree in computer science, information technology or a related discipline preferred.
o Professional network certification from Cisco and/or Microsoft preferred
Attributes:
o The ability to work independently with minimal supervision as well as in a team environment
o Strong analytical and problem-solving skills
o Good verbal, written communication and reporting skills
o Strong planning, organisational and research skills with an ability to prioritise and complete tasks within competing timeframes
o Ability to quickly understand and provide sound advice and recommendations to resolve complex issues
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