IT Service Technician

Job Summary:

Incumbents of this position will respond to requests regarding hardware, software and network issues. Supplements established procedures and instructions with own troubleshooting skills in order to identify and resolve technical problems. More complicated issues should be passed to Senior Service Specialist for further investigation and resolution. This position typically only requires a medium level of supervision and direction.

Essential Job Duties and Responsibilities:

• Analyzes Incidents to identify service restoration actions to be taken
• Performs Incident investigation diagnosis and resolution
• Monitors the status and progress towards resolution of assigned Incidents
• Assists with the fulfilment of Service Requests
• Assists with the detection and recording of possible Problems
• Keeps affected business partners informed about progress
• Escalates the process as necessary per established escalation policies
• Provides hardware and software support for all supported Personal Computer and Mobile Devices plus associated peripherals
• Provides basic support of telephony and UC systems
• Provides support of conference room audio video equipment
• Maintains accurate hardware and software inventory and configuration information
• Creates knowledge articles for publication to technical and non-technical personnel
• Provides basic training to end users on ad-hoc basis
• Work as part of an on-call shift rota for out of hours IT support
• Comply with Cubic’s values and adherence to all company policy and procedures. In particular comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
• In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.

Minimum Job Requirements:

Education and qualifications

• HS diploma or equivalent required
• Microsoft Certified Professional qualification (MCP) preferred
• ITILv3 Foundation Certification preferred

Skills knowledge and experience:

• 2 years of experience supporting IT systems customers in a technical environment
• Excellent technical knowledge of computer hardware, software and networking issues
• Proficient PC Skills, including but not limited to, past and present Microsoft desktop operating systems, Office software suite and web browsers
• Excellent oral and written communication skills and the ability to positively interact with others
• Solid understanding of networking fundamentals including TCP/IP
• Experience using Microsoft System Center Configuration Manager (or similar) desired
• Experience using Microsoft InTune or other MDM platform desired

Personal Qualities

• Self-motivated, detail-oriented and very organized
• Solid problem solving skills
• Clear potential for advancement
• Willingness to take ownership of problems and follow through to completion
• Customer focused with ability to promptly answer support related email, phone calls, and other electronic communications