Role details

IT Analyst

El Segundo   •  Permanent

Bullet points

  • Service Desk, 8 hour shift
  • IT analyst, Service centre, tickets

About Our Client

QIC is a leading investment provider for sovereign wealth funds, superannuation funds and other institutional investors. We deliver to over 90 like-minded institutional investors in Australia and internationally.

Created in 1991 by the Queensland Government to serve its long term investment responsibilities, we have the heritage and insights to understand our clients' needs. We have grown to become one of Australia's largest institutional investment managers. We have the capabilities relevant for today's investment landscape. We are bound by a common philosophy - to deliver outcomes. Spanning infrastructure, real estate, fixed interest, private equity, Australian small companies and multi-asset solutions, we adapt our approach to suit the investor and the investment context.

Building on a strong foundation in Australia, QIC's global presence also extends to the United Kingdom, Europe and the United States.

Job Description

  • Adhere to Service Level Agreements and keep within agreed KPI's
  • Take ownership of all assigned incidents and requests logged with the IT&F Service Centre
  • Receive, record and track incidents up to incident closure and verification (ITIL)
  • Take ownership and escalate all complex issues that are defined as level 3 incidents to other IT&F technical teams
  • Analyse, determine and resolve technical problems
  • Perform remote diagnosis of IT infrastructure using system management tools
  • Provide direct efficient and prompt Level 1 and Level 2 support services in multiple operating system environment with an emphasis on Microsoft Windows and Apple iPads (iOS)
  • User administration of MS Exchange, MS Active Directory and MS SharePoint environments
  • Perform basic data centre support operations (i.e. desk patching, infrastructure relocations or installations, monitoring)
  • Customer management and liaison
  • Perform staff (desk) relocations, new machine deployment and software installations
  • Maintain and support peripheral equipment including printers, iPhones & tablets.
  • Liaise with third party hardware services providers where required
  • Provide technical support to meeting room and video conferencing facilities
  • Perform system administration tasks to Cisco & IP telephony call management systems
  • Perform backup checks and file restores to production servers
  • Perform start of day and close of day system checks that includes rectifying and resolving system issues
  • Provide remote user assistance and onsite support tasks as required (interstate travel will be required)
  • Document and maintain IT Service Centre procedures
  • 8 Hour Shift - Brisbane, Monday to Friday 4pm - 12pm
  • 8 Hour Shift - Los Angeles, Monday to Friday 7am - 3pm

Occasional out of hour's work will be required - includes weekends, weeknights and public holidays and on-call as required.

The Successful Applicant

Applicants should have at least 2-3 years full-time experience working in a corporate sized IT Service Desk support environment. Preferred industry technical experience in the following areas:

    • ITIL Framework
    • Incident and Request Logging (Service Desk Level 1/2 to ITIL Standards)
    • Problem Logging (ITIL Standards)
    • Problem Resolution (ITIL Standards)
    • IT Operations
    • Understanding of the principles of IT Service Management (ITIL)
    • usage of call logging software (HEAT)
    • Strong knowledge of the following operating systems, Microsoft Windows (server and desktop current versions), Competent knowledge of the following applications, MS Office 365, MS Internet Explorer, MS Exchange, RSA, Citrix and VMware administration consoles, MS Active Directory Users and Computers, MS System Centre Configuration Manager, MS SharePoint for sites and workspaces support, MS o365 applications including One Drive for Business, SharePoint online, Exchange online, Skype for Business.
    • Documentation of technical procedures to QIC standards
    • Understanding of Document Management - HP Autonomy Worksite
    • IT Service Desk 1st, 2nd and experience with 3rd Level Support
    • Knowledge of networking technologies and standards (LAN/WAN/Wireless)
    • Strong knowledge of PC hardware including, iPhone, iPad, printers and Laptops
    • Sound knowledge and understanding of how a large size corporate IT network operates (spread over multiple geographies with varying topologies, sites and containers)
    • Working knowledge on a range of diagnostic utilities (both onsite and remotely)
    • Knowledge of anti-virus, firewall and intrusion detection system management software
    • Hardware support to a range of PC's Printers, Laptops
    • Mobile Laptop users and connectivity via VPN technologies
    • Patch panel & cable management maintenance
    • VOIP Telephony Administration - Cisco Call Manager
    • Video Conferencing - Cisco TelePresence Management Suite
  • Data centre and applications environmental monitoring

 

  • Ability to set goals and achieve them in a timely and cost effective manner
  • Ability to positively embrace change
  • Ability to communicate effectively and establish positive working relationships with clients, management and colleagues
  • Ability to be innovative and add value to the organisation
  • Ability to solve problems in a productive and timely way

What's on Offer

Excellent compensation+ Benefits

Apply for this job

Click the Apply or LinkedIn button below or contact Javier Cuesta quoting job reference 1205786
As you are using an Apple iOS device we are unable to offer you the CV upload function. Please apply with your Linkedin profile below or contact Javier Cuesta quoting job reference 1205786