Netcraft

IT Support Specialist

Netcraft

full-time

Posted on:

Location Type: Hybrid

Location: Melbourne • 🇦🇺 Australia

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Job Level

Mid-LevelSenior

Tech Stack

AndroidDNSiOSITSMLinuxMacOSTCP/IP

About the role

  • Supporting our IT service desk as the first point of contact for hardware and software issues
  • Assisting users (both desk-side and remotely) with support on Windows 10/11, macOS, Android and iOS/iPadOS devices
  • Identifying and escalating recurring issues for root cause analysis, while also taking ownership of root cause investigations when required
  • Supporting our software stack, including Microsoft 365, Slack and Atlassian apps (e.g. Jira, Jira Service Management and Confluence)
  • Procurement, provisioning and maintenance of workstations, phones and other hardware, liaising with manufacturer support where necessary
  • Working with our People Team on the JML (Joiner, Mover, Leaver) process
  • Onboarding new employees to Netcraft by running induction sessions, explaining the various systems and how to use them
  • Helping to grow and maintain our Proxy network
  • Working closely alongside our Infrastructure and Security teams in the Platform Engineering department
  • Identifying and implementing improvements in our IT operations processes
  • Participating in recurring operational tasks, including software licence renewals, patch management and evidence collection for audits
  • Participating in the IT/Security on-call roster during AEST/AEDT working hours (currently 1 week in every 2) and out-of-hours (currently 1 week in every 11), responding to high-priority alerts and escalating for help if required

Requirements

  • A proven track record of a strong troubleshooting ability across the major operating systems: Windows 10/11, macOS, Android and iOS/iPadOS
  • The ability to work effectively across time zones, balancing asynchronous collaboration with UK- and US-based colleagues alongside real-time support for users in Australia
  • Familiarity with popular SaaS tools, and the ability to adapt to using and configuring tools that are new to you
  • To enjoy helping people with their IT issues with a positive, patient and solution-focussed approach
  • Professional, clear, and prompt English communication (in person, by email, instant messaging, and on phone/video calls)
  • Ability to prioritise multiple tasks of varying urgency, across multiple platforms such as Slack, ITSM, email and walk-up requests
  • Absolute integrity and discretion, given your potential level of access to sensitive business data
  • Ability to identify improvement and automation opportunities, as well as the willingness to adapt approaches
  • To be able to produce clear documentation, and consistently improve existing material to enhance clarity and usability
  • Bonus points if you can also bring:
  • Experience using Jira Service Management as an ITSM tool
  • Knowledge of Microsoft 365 suite administration including Entra ID, Active Directory, Intune and Defender
  • Familiarity with the command line on Windows, macOS and Linux platforms, including PowerShell and bash
  • Experience writing and maintaining scripts for automation (e.g. PowerShell)
  • An understanding of computer networking (TCP/IP, DNS, DHCP, HTTP, ICMP, VLANs) and the ability to independently debug networking issues
  • Familiarity using and configuring Atlassian apps
  • Familiarity with applying principles from the ITIL framework, in day-to-day work
  • A pragmatic security-first approach, balancing protection with usability and efficiency
Benefits
  • 20 days Annual Leave, and 15 days Personal Leave per annum
  • 12% superannuation
  • 4 x salary life cover
  • Enhanced Parental Leave entitlements
  • Comprehensive health, safety, and wellness service available 24/7 (family members are also welcome to access this)
  • Access to learning resources such as Udemy and Coursera to support your continued personal development
  • Two paid Volunteering Days per year, so you can contribute to your wider community
  • Meals, snacks, and drinks provided daily in the office
  • Employee Referral Bonus scheme
  • Long service bonus payments, in addition to Long Service Leave
  • Hybrid working options
  • Regular social events
  • Inclusive culture and environment, where you’ll feel genuinely valued and respected

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingWindows 10Windows 11macOSAndroidiOSJira Service ManagementMicrosoft 365 administrationPowerShellcomputer networking
Soft skills
problem-solvingcommunicationtime managementintegrityadaptabilitydocumentationcustomer servicecollaborationpatiencesolution-focused