About the role Reporting to the IT Operations Manager, you will ensure the delivery of a positive customer experience through the provision of timely and quality onsite Level 1 and Level 2 IT support, based on IT Service Management best practices and by following operational procedures and service level agreement timelines. You will focus on the delivery of onsite service and IT infrastructure support for InfraBuild's customers. The role will present you with the opportunities to: Respond to all incidents and problems escalated from the IT Service Desk Provide onsite service and Level 1 and Level 2 IT support for customers Log all incidents via the ITSM ticketing tool and follow due process through to final resolution Ensure level of service is maintained in terms of both timeliness and quality of resolution Maintain strong working relationships with customers and users across the various sites and collaborate in support of a team-based approach to problem resolution Regularly review system performance and problem logs to identify trends and patterns in problem incidence Documentation of 2nd Level IT service support and problem/incident management are produced, updated and logged according to service standards Identify areas for improvement in IT service support related to incident management You will need to have the following skills to be successful in this role: Bachelor's degree in Information Technology, Computer Science or relevant tertiary discipline Similar working experience in IT Service Support, preferably in Field Services ITIL Certification or prior experience working in an ITIL working environment Passionate about providing excellent customer service and resolving problems Experience working with an ITSM (ticketing) tool Previous experience in Incident Management, Problem Management and Service Level Management Proficient troubleshooting skills at intermediate level in: Microsoft Windows-based standard operating environment (SOE) Microsoft O365 Remote Desktop and Access Networking (Voice and Data) Devices such as: desktops, laptops, Smartphones, tablets, I/O devices About us InfraBuild is Australia's leading integrated steel manufacturing, distribution and recycling business, making steel using our electric arc furnaces. We provide solutions for commercial and residential construction, large scale and nation-building infrastructure as well as our primary producers and rural sectors. With ambitions to be carbon neutral by 2030, each day we help build futures through sustainable steel. InfraBuild wire team is Australia's largest manufacturer of wire for construction and manufacturing industries. Our wire products are used in the manufacture of products from nails for the building industry to wire rope for draglines used in open cut mining. With InfraBuild Mills located in Geelong, VIC and Newcastle NSW, our facilities are ideally placed to service our customers' requirements across Australia & New Zealand. We invite you to forge your career in a workplace where passion meets purpose, wellbeing is nurtured and the opportunity to thrive is in your hands. It is our ambition at InfraBuild to cultivate an inclusive workplace that is as diverse as the communities we serve. We encourage candidates from all cultural backgrounds, genders, orientations, age groups, and abilities to apply. Your diversity is our strength in creating sustainable and innovative steel solutions for Australia's tomorrow. Agencies should note that unsolicited resumes will not be accepted to this position, and GFG will not pay any fees related to resumes that are submitted directly to hiring managers and not through our approved processes. We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant. #J-18808-Ljbffr