Our IT Support Engineer will act as the first point of contact for staff, providing basic technical support About the Role We are seeking a highly motivated and skilled Support Engineer to join our IT team. The successful candidate will act as the first point of contact for staff, providing basic technical support such as provisioning equipment, troubleshooting, diagnosing, and resolving issues. Responsibilities Serve as the primary point of contact for all staff, offering prompt technical support and assistance to resolve issues efficiently. Triage issues effectively, escalating complex problems to subject matter experts and coordinating with external service providers when necessary. Document and track all issues and resolutions within Atlassian Jira. Create, document, and regularly update technical procedures and user guides within Atlassian Confluence. Manage hardware inventory, including provisioning, maintenance, and coordination of deliveries, repairs, and replacements for computers and peripherals, with a focus on supporting both remote and local team members. Assist with administering M365, Atlassian, and other enterprise SaaS applications, ensuring optimal configuration and user access. Engage in regular maintenance activities to proactively identify and prevent potential system issues. Stay informed about technology trends, recommend upgrades and new technologies to improve efficiency. Collaborate in strategic planning sessions, contributing to long-term IT strategies. Qualifications: Proven experience as a Support Engineer or similar role, with a strong record of problem-solving and technical support. Exceptional analytical and problem-solving skills. Outstanding communication and customer service skills, with the ability to explain technical issues in accessible terms. Ability to work both independently and as part of a team. Strong passion for technology and continuous learning. Knowledge of Apple hardware, macOS, Jamf Pro, Microsoft 365, and Atlassian products is highly desirable. Education: Bachelor's degree or TAFE qualifications in Computer Science, Information Technology, or a related field. Industry certifications, particularly in macOS support or related technical areas, are highly desirable. About Fivecast Fivecast is a world-leading provider of cutting-edge digital intelligence solutions. We enable the world’s most important public and private organizations to explore masses of data and uncover actionable insights, critical to protecting global communities. As a growing start-up with over 100 people globally, all team members are provided with the opportunity to directly contribute to our success, participate in the development of new and emerging technologies and grow their career in a challenging and dynamic high-tech environment. We are headquartered in Adelaide, Australia with teams in Canberra, Virginia USA, and London UK. Our Work Environment and Culture Our Adelaide based headquarters is a purpose-built tech hub centrally based in vibrant Hutt Street. We moved into this brand-new space in early 2023 to allow for continued collaboration, innovation & growth. Our space has been specifically engineered for brainstorming, idea generation, random encounters across teams and to suit our casual, relaxed culture. This has been achieved through amazing features, including an arcade room, pool table, fully equipped kitchens with fruit and snacks, barista quality coffee machine, end of trip facilities (showers, lockers, bike storage, etc), as well as comfortable breakout spaces. Fivecast has a connected work culture with team members taking advantage of our social clubs, local cafes, bars, pubs and sporting facilities for team activities. At Fivecast we support flexible work arrangements, have dedicated training programs and clear progression pathways to grow with us. Fivecast is an inclusive employer, we value diversity of thought and experience and believe our inclusive culture contributes to our success. We are committed to building a workforce that is representative of the communities in which we live and work.
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