IT Support Specialist

As T-shirt’s only IT Support Specialist, your main role in our startup environment is to be the go-to person to solve any computer or software-related issues end to end while learning our product to help triage and provide level 1 support to our internal team.  You’ll report to the Engineering Team Lead and we’re big on providing the best possible experience to ensure our T-shirt team has all the right tools, systems and access needed to do their roles to the best of their abilities!  

Besides going above and beyond for our team who are all across Australia to solve mostly level 1, and sometimes level 2 cases, some key projects need to be delivered and maintained.  These projects include a review of our Mobile Device Management (on both MacOS and Windows devices), data security, and systems to continue to build out our “Get Help” employee documentation (we love it when information is fully accessible)!  We are an ISO27001-certified organisation in a regulated space, so you’ll be responsible for ensuring all our systems and practices align with ISO27001 and our other compliance-required projects, like the facilitation of IT Security training.

We are a hybrid role and you’ll be required to be onsite in line with our policy which right now is Tuesday to Thursday in our Surry Hills office, with 2 days working from home.  

The role   

Technical Support 

• Receive, assess, critically analyze, and triage support incidents.
• Work with vendors to procure devices and manage relationships.
• Track pending incidents, and plan and execute a resolution based on priority.
• Provide support for desktop systems, hardware, support on our dashboard, and software issues.
• Diagnose and troubleshoot technical issues reported.
• Create and maintain knowledge and technical documentation to ensure information is accurate and up to date.
• Use initiative to anticipate potential issues, make suggestions, and share ideas to promote continual improvement.
• Provide technical consultation to stakeholders and ensure that they are up to date with current trends and technologies.

Cyber Security & Compliance

• Assist with security incident investigations.
• Assist with security auditing and compliance activities and provide recommendations for cybersecurity improvements and initiatives.
• Provide cybersecurity management, including monitoring and reviewing logs from various IT systems, identifying issues, and providing suggested solutions.
• Maintain system standards to comply with ISO27001.
• Maintain and support the company's cybersecurity policies and processes.

Systems & Network Administration

• Establish and maintain network and systems security, including monitoring and reviewing logs from various IT systems, identifying issues, and providing suggested solutions.

Employee Training & Movements

• Provide support with IT onboarding/offboarding, including asset acquisition, setting up accounts, and deploying computer and telecommunication hardware.
• Identify opportunities for improvement, including technical solutions, gaps in knowledge, training, and documentation.
• Develop IT Security and Data Privacy Training in line with ISO27001.
• Facilitate and deliver IT Security and Data Privacy Training company-wide.

About you

We’re interested in hearing from people who not only love our values and what we are all about as an organisation, but who also possess the following:

• 3+ years of customer-centric desktop support 
• Strong knowledge of desktop operating systems, such as Windows and macOS
• Experience with desktop hardware and accessories 
• Familiarity with Google Workplace, Atlassian, Slack, Salesforce and other business applications
• Excellent communication, interpersonal, and stakeholder management skills
• Ability to work collaboratively in a cross-functional team environment and equally as strong being an independent and accountable self-starter
• You’re curious by nature and would love to be working across different projects and gain exposure to different technical challenges that in a larger organisation or team you just wouldn’t have access to
• To be considered for this role, you must have full and open working rights to work in Australia and as we work directly with and within a community of vulnerable people, you will also be up to date with your COVID-19 vaccinations and will pass all required checks (reference and NDIS Workers Screening Checks)

We consider a diverse range of experience and skill sets for our roles and you're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns.