Associate, IT Support at Palladium International

This Opportunity:

In the role of Associate, IT Support, you will ensure that end users of the organisation receive effective and timely ICT support in accordance with SLAs. Similarly, you will perform varying day-to-day operational activities in a timely manner and to a high standard and support technological infrastructure and networks as required. Your participation in ICT projects and initiatives will be required from time to time.

To be successful in this role you will have the experience to handle a wide range of ICT support duties and related tasks; excellent customer-service skills; be able to work collaboratively with different teams and stakeholders; and be well organised, flexible, and enjoy the challenges of supporting our employees.

Reporting Lines:

The role will report to the Systems Architect, Global ICT. Reporting requirements may include but are not limited to:

• Attendance at team meetings, other requested meetings and regional meetings (e.g. townhalls)
• Regular (minimum of monthly) one to one meetings with your line manager on the status of personal Key Result Areas (KRAs), career development discussions and any other matters
• Palladium encourages flexible work practices to enhance wellbeing, productivity and team culture. For this role, we require that employees maintain an in-office presence for at least 50% of their working week. For example, if an employee works five days a week, they must spend at least three days physically in the office
• The role is part of the Global ICT team
• The role liaises with managers, other employees, software and hardware vendors, service providers and other stakeholders as required
• Maintains close working relationships with the Systems Architect, Systems Administrator – Global, Systems Developers, IT Security Manager to ensure consistency and alignment with global policies, processes and standards

Primary Roles and Responsibilities: 

• Commit to the delivery of company, team and personal objectives (Key Performance Indicators (KPIs) ensuring that personal KRAs are delivered with excellence and timeliness
• Provide Levels 1 & 2 ICT support - including but not limited to computers, printers, scanners, conferencing equipment and core systems, with relevant escalations when required
• Proactively participate in the effective use and promotion of the ICT ticketing system in accordance with SLAs via effectively recording, analysing, prioritising, tracking and actioning support cases
• Adhere to and promote ICT related policies, processes and guidelines
• Assist in the enrolment of users onto Palladium enterprise systems
• Participate in controlling systems' access and security
• Provide training to staff on applications, equipment and ICT related processes, including ICT inductions for new staff
  Install, configure, reconfigure, maintain and troubleshoot computers and other ICT related equipment and software in accordance with the Palladium operating procedures
• Deploy ICT infrastructure, networks and communication equipment
• Procurement and sourcing of assets in accordance with Palladium approved hardware specifications and as authorised through appropriate channels and maintain the asset register
• Coordinate the repair and replacement of ICT equipment according to pre-established maintenance or warranty contracts
• Ensure continual compliance with the security, privacy and data protection, capacity management and disaster recovery procedures as set forth by Palladium
• Support Palladium ICT projects and initiatives as requested
• Support administrative activities such as completion of paperwork for payment of ICT related invoices

Essential Criteria:

• Relevant ICT experience
• Relevant technical experience, including experience in:
  • Microsoft Windows Desktop Operating Systems
  • Microsoft Office
  • Microsoft Office 365
  • Microsoft Active Directory and Azure Entra ID
  • Proficient in operating system imaging and application deployment tools
  • Experience in computer hardware
  • Understanding of different Network technologies including DHCP, DNS, Subnetting, Routing, etc.
• Excellent customer service and stakeholder management skills
• Ability to multitask, work under pressure, use initiative, and acquire and apply technical skills as necessary
• Ability to quickly resolve complex problems and devise effective solutions
• Excellent written, presentation and verbal communication skills
• Ability to work independently and with minimal supervision
• Demonstrated dedication to equity, diversity and inclusion, particularly in a multi-cultural environment