IT Support Officer

The Opportunity

We are currently hiring for an IT Support Officer to join our Melbourne office on a 6 Max-Term opportunity. This role is great customer facing role and will be responsible for providing friendly and efficient first and second level support to all Vocus employees and users of IT systems in the Melbourne office.

What you’ll be doing day-to-day

• Providing telephone and face to face technical support to users regarding Vocus IT Support issues.
• Resolving client problems, queries and complaints in an effective and timely manner.
• Following agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems.
• Maintaining accurate log entries of fault with resolution and contact details.
• Ensuring all hardware/software installations and routine upgrades are implemented according to Service Level Agreements.
• Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided.
• Working on most assigned tasks without referral back to Corporate IT Manager.
• Providing an effective interface between users, and technical teams supplying all necessary diagnostic information according to procedures.
• Ensuring technical queries not progressing are escalated to relevant teams according to established procedures.
• Participating in ongoing team training.
• Coordinating and updating the IT Support Wiki & Knowledge Base.
• Collaborate and work effectively with other teams
• Other Corporate IT tasks as directed

What you’ll bring to this role

• You will have up to 2 - 3 years of proven IT Support experience highly regarded, however recent Graduates with relevant IT qualifications. Tertiary qualification in IT, Computer Science, or a related discipline will be considered.
• Ability to interact in a professional manner and build relationships with a broad range of people.
• Strong customer service focus.
• Sound technical knowledge of Desktop hardware and software.
• Sound analytical and problem-solving skills.
• Good time management and communication skills.
• Ability to manage multiple problems at once and prioritise issues.
• Strong knowledge of the organisation's Standard Operating Environment (SOE).
• Ability to work as a member of a team.
• Ability to work without supervision.
• Excellent troubleshooting/problem solving skills.
• Excellent written and oral communication skills coupled with a customer service orientation.
• Australian citizenship desirable

What We Offer 

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy: 

• Diverse and dynamic teams with a supportive and inclusive culture. 
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities. 
• Flexible hours and a hybrid working environment 
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers. 
• Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more. We also offer a fifth week of annual leave when you hit five years of service! 
• Study assistance programs to excel your personal growth, learning and development. 
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective. 

Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business. 

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives. 

With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.  

About Us 

As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.  

Ready to take the next step? 

If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!  

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.   

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.