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ITIL :: View topic - Apply now to work for QIC as an IT Analyst in El Segundo, US
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Apply now to work for QIC as an IT Analyst in El Segundo, US

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Joined: Apr 04, 2014
Posts: 13

PostPosted: Thu Aug 04, 2016 12:28 am    Post subject: Apply now to work for QIC as an IT Analyst in El Segundo, US Reply with quote

Service Desk, 8 hour shift
IT analyst, Service centre, tickets

About Our Client

QIC is a leading investment provider for sovereign wealth funds, superannuation funds and other institutional investors. We deliver to over 90 like-minded institutional investors in Australia and internationally.

Created in 1991 by the Queensland Government to serve its long term investment responsibilities, we have the heritage and insights to understand our clients' needs. We have grown to become one of Australia's largest institutional investment managers. We have the capabilities relevant for today's investment landscape. We are bound by a common philosophy - to deliver outcomes. Spanning infrastructure, real estate, fixed interest, private equity, Australian small companies and multi-asset solutions, we adapt our approach to suit the investor and the investment context.

Building on a strong foundation in Australia, QIC's global presence also extends to the United Kingdom, Europe and the United States.

Job Description

Adhere to Service Level Agreements and keep within agreed KPI's
Take ownership of all assigned incidents and requests logged with the IT&F Service Centre
Receive, record and track incidents up to incident closure and verification (ITIL)
Take ownership and escalate all complex issues that are defined as level 3 incidents to other IT&F technical teams
Analyse, determine and resolve technical problems
Perform remote diagnosis of IT infrastructure using system management tools
Provide direct efficient and prompt Level 1 and Level 2 support services in multiple operating system environment with an emphasis on Microsoft Windows and Apple iPads (iOS)
User administration of MS Exchange, MS Active Directory and MS SharePoint environments
Perform basic data centre support operations (i.e. desk patching, infrastructure relocations or installations, monitoring)
Customer management and liaison
Perform staff (desk) relocations, new machine deployment and software installations
Maintain and support peripheral equipment including printers, iPhones & tablets.
Liaise with third party hardware services providers where required
Provide technical support to meeting room and video conferencing facilities
Perform system administration tasks to Cisco & IP telephony call management systems
Perform backup checks and file restores to production servers
Perform start of day and close of day system checks that includes rectifying and resolving system issues
Provide remote user assistance and onsite support tasks as required (interstate travel will be required)
Document and maintain IT Service Centre procedures
8 Hour Shift - Brisbane, Monday to Friday 4pm - 12pm
8 Hour Shift - Los Angeles, Monday to Friday 7am - 3pm

Occasional out of hour's work will be required - includes weekends, weeknights and public holidays and on-call as required.

The Successful Applicant

Applicants should have at least 2-3 years full-time experience working in a corporate sized IT Service Desk support environment. Preferred industry technical experience in the following areas:

ITIL Framework
Incident and Request Logging (Service Desk Level 1/2 to ITIL Standards)
Problem Logging (ITIL Standards)
Problem Resolution (ITIL Standards)
IT Operations
Understanding of the principles of IT Service Management (ITIL)
usage of call logging software (HEAT)
Strong knowledge of the following operating systems, Microsoft Windows (server and desktop current versions), Competent knowledge of the following applications, MS Office 365, MS Internet Explorer, MS Exchange, RSA, Citrix and VMware administration consoles, MS Active Directory Users and Computers, MS System Centre Configuration Manager, MS SharePoint for sites and workspaces support, MS o365 applications including One Drive for Business, SharePoint online, Exchange online, Skype for Business.
Documentation of technical procedures to QIC standards
Understanding of Document Management - HP Autonomy Worksite
IT Service Desk 1st, 2nd and experience with 3rd Level Support
Knowledge of networking technologies and standards (LAN/WAN/Wireless)
Strong knowledge of PC hardware including, iPhone, iPad, printers and Laptops
Sound knowledge and understanding of how a large size corporate IT network operates (spread over multiple geographies with varying topologies, sites and containers)
Working knowledge on a range of diagnostic utilities (both onsite and remotely)
Knowledge of anti-virus, firewall and intrusion detection system management software
Hardware support to a range of PC's Printers, Laptops
Mobile Laptop users and connectivity via VPN technologies
Patch panel & cable management maintenance
VOIP Telephony Administration - Cisco Call Manager
Video Conferencing - Cisco TelePresence Management Suite

Data centre and applications environmental monitoring

Ability to set goals and achieve them in a timely and cost effective manner
Ability to positively embrace change
Ability to communicate effectively and establish positive working relationships with clients, management and colleagues
Ability to be innovative and add value to the organisation
Ability to solve problems in a productive and timely way

What's on Offer

Excellent compensation+ Benefits

Apply for this job

For more information and apply click here: express.candarine .com /campaign/url/forward/3c1815c5d0ff
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