Ray White

Ray White Corporate in the Brisbane CBD is seeking a motivated IT Support Analyst to join our IT Operations team. This exciting opportunity offers the chance to work across diverse business areas, gaining valuable experience with a wide range of hardware and applications.
 

Objectives of this role
The IT Support Analyst will serve as a key point of contact for technical support within the Brisbane corporate team. This role will involve close collaboration with the greater support team to efficiently diagnose and resolve technical issues, recommend suitable solutions, and deliver exceptional customer service and user support for a wide range of computer applications and platforms.

The ideal candidates responsibilities will include

• Providing timely and effective technical support via phone, email, and in-person interactions.
• Troubleshooting hardware, software, and network problems.
• Assisting users with computer application and platform inquiries.
• Escalating complex issues to the IT Service Desk Manager or other appropriate teams.
• Documenting support interactions and resolutions in the service desk ticketing system.
• Maintaining an up-to-date knowledge base of technical solutions and procedures.
• Contributing to the development and implementation of IT support policies and procedures.
• Participating in team projects and initiatives aimed at improving service delivery.

Personal attributes

A resilient and adaptable team player with strong technical, communication, and problem-solving skills coupled with the ability to work under pressure.

Essential skills

• End-User Support: Provide technical support to end-users for Windows 11 systems, troubleshooting hardware, software, and network connectivity issues.
• Software Deployment: Deploy and manage software applications using MDM, scripts or local deployment.
• Troubleshooting: Diagnose and resolve technical problems related to operating systems, applications, and network connectivity.
• Network Fundamentals: Basic understanding of network protocols (TCP/IP, DNS, DHCP) and network troubleshooting tools.
• Documentation: Maintain accurate records of support interactions, troubleshooting steps, and knowledge base articles.
• Collaboration: Work effectively with other IT team members and end-users to resolve technical issues.

Desirable Skills

• Mobile Device Management (MDM): Experience with AirWatch/VMware Workspace ONE for device enrollment, configuration, and security.
• macOS Support: Knowledge of macOS troubleshooting and administration.
• Google Workspace Administration: Perform basic administrative tasks within Google Workspace, such as user account management and application configuration.
• SaaS Application Support: Experience supporting and troubleshooting various SaaS applications.
• Scripting/Automation: Basic scripting skills (PowerShell, Python, etc.) for automating tasks.
• Audio Visual/Live Streaming: Knowledge of AV equipment and live streaming technologies.

The Ray White Group encompasses a collection of diverse yet interconnected businesses, united by a shared heritage that dates back to 1902. Our journey commenced in the humblest setting of Crows Nest, a frontier town in regional Queensland, where the first Ray White office originated. Over the course of over 120 years, we have experienced remarkable growth, currently 12 businesses within the group, more than 1,000 offices in our network, and close to 300 corporate team members. Our corporate teams are spread across Australia and New Zealand, with offices in most capital cities.