ICT Support Officer – Field

ICT Support Officer - Field

About the opportunity

Are you passionate about delivering exceptional ICT support and driving continuous improvement? Inland Rail is seeking an ICT Support Officer to join our dynamic team in Brisbane.

In this role you will provide first level support across the Inland Rail program, ensuring prompt and effective resolution of incidents and service requests. You will combine hands on desktop and peripheral troubleshooting with systems administration and proactive management of tickets in ServiceNow. Working closing with the ICT team, you will identify and implement technology solutions that align with business needs while fostering positive relationships.

Key responsibilities will include but are not limited to:

• Provide secure desktop and peripheral support for Inland Rail’s computer network.
•  Provide ICT support and assistance for Inland Rail’s users in relation to software and hardware problems, this will include local, telephone and remote support.
• Provide exceptional customer service and perform all duties with the company’s core beliefs and objectives in mind always.
• Have a proactive approach to support requests and ticket management within ServiceNow.
• Execute the deployment, monitoring, maintenance, development, upgrade, and support of all current ICT systems.
• Monitor and maintain ICT inventory including updating and maintaining the asset register.
• Onsite systems and server administration, performing proactive and reactive technical support and implementation of solutions.
• Undertake minor repairs/upgrades of hardware such as workstations and printers; liaise with approved repairers; manage the effective repair of defective equipment.
• Configure new hardware and software and reconfigure existing hardware and software to run effectively on the network.
• Assist with maintaining the corporate LAN and WAN network.
• Ensure compliance with all Inland Rail policies, procedures, systems, and processes as set out in the Integrated Management System (IMS).

About You

You don’t need to tick every box, we are looking for someone who has a genuine passion for IT. If you love exploring technology, tinkering with systems and learning new tools, this role is for you. Bring curiosity and enthusiasm and we will support you to grow your skills and career.

You will be able to demonstrate

• Commercial experience in the IT Industry.
• Experience working in a large project environment.
  Industry Qualifications or demonstrated understanding of ITIL practices.
• Tertiary qualifications in Information Technology or equivalent industry experience.
• Experience in desktop and peripheral support, preferably in the Windows environment (Windows 10/11 and Office 365).
• Experience with fault finding, problem solving and rectification. Intermediate networking experience includes the ability to diagnose faults.
• Knowledge with Microsoft Active Directory/DFS replication.
• Understanding writing technical and process documentation.
• Experience designing Business Process Models to support process documentation.
• Experience managing SCCM in creating computer images and packaging applications.
• Understanding how to manage Microsoft Exchange environments.
• Experience writing / modifying PowerShell Scripts to automate and streamline support work.
• Ability to support physical infrastructure including network and server hardware installations and well-organized patching.
• The ability to efficiently manage ticket queues and triage effectively.
• Experience or understanding of Citrix environments.
• Willingness to travel to other offices (intra- and inter-state) to support the business and perform independent work (however primary location of work will be Brisbane CBD).
• Driver’s License Class C.

About Inland Rail
Inland Rail Pty Ltd is delivering a 1,600km freight line that is transforming how goods are moved around Australia. When fully operational, Inland Rail will connect Melbourne to Brisbane via regional Victoria, New South Wales and Queensland. As one of the largest infrastructure projects in Australia, Inland Rail is helping to address the nation’s future freight needs and meet the demands of our growing population.

Delivering Inland Rail will help shift more goods onto rail which means safer, less congested roads and fewer emissions and a more resilient and sustainable national freight network.

What you’ll be joining

• You will join one of the largest infrastructure programs in Australia.
• This project will generate thousands of jobs and billions of dollars in local investment, boosting regional economies and communities right along the alignment.
• Inland Rail is proud to have over 40% female representation and we would like to see these numbers grow.
• Inland Rail is an Agile working environment in our State-of-the Art office embracing flexible working conditions.

Our Organisation and Culture

The values that drive us and the work we deliver in the program incorporate Collaboration, Accountability, Respect and Excellence.  We welcome like-minded individuals who value our culture.

At Inland Rail, we celebrate, support, and thrive on attracting people from all horizons and walks of life for the benefit of our employees, our program, and our community. Inland Rail is proud to be an equal opportunity and an affirmative action employer. We encourage Aboriginal and Torres Strait Islander candidates to submit their details to us.

All employment is decided based on suitability to the role, cultural fit, merit, and business needs.

Apply Now

If this opportunity sounds like the challenge you have been looking for please apply online today.

As part of the application process, you will be required to undergo pre-employment criminal history, reference and medical checks, including drug and alcohol testing. Inland Rail is a drug and alcohol-free working environment.

Please note that applications are reviewed from point of advertising so don’t delay your application.