ITSM System Administrator (Tier 2) (3703)

About GBG

GBG is the leading expert in global digital identity. We combine our powerful technology, the most accurate data coverage and our talented team to deliver award-winning location intelligence, identity verification and fraud prevention solutions.

With over 30 years’ experience, we bring together a team of over 1,250 dedicated experts with local industry insight from around the world to make it easy for businesses to identify and verify customers and locations, protecting everyone, everywhere from fraud.

Why you should be@GBG

• We make the world a safer place
• We trust each other and win together
• We are local experts in global business
• We want you to be yourself
• We grow when you grow

The team

The role fits in the IT Support & Operations team within corporate IT, which is part of the global Technology function at GBG, working to ensure that GBG delivers a world-class experience for our team members globally.  IT Support & Operations team looks after all aspects of corporate IT including the support of our team members on the tools that they need daily to successfully carry out their roles.  We ensure that services are available for team members to utilize and that such services are the best option available to GBG in terms of quality, performance, and cost.  We strive for a timely response whilst providing the best customer experience we can.

The role

Ensure that services are available for team members to utilize and that such services are the best option available to GBG in terms of quality, performance, and cost, all whilst delivering a positive and consistent experience. 

The Systems Administrator provides technical expertise, process management, and decision-making to ensure proactive operational support of end users' products and services, to deliver frontline customer-facing functions to GBG team members.

This is a hybrid role that requires working onsite at our Melbourne, Australia hub, 2 to 3 days a week, and the other days working from home.

We invite talents with full rights to work in Australia to apply.

What you will do

• Provide best-in-class customer service to GBG team members
• Provide a best-in-class 2nd line technical support and operations service to GBG Team Members
• Continually develop and maintain a knowledge base to increase the rate of fixes for GBG team members. 
• Consistently apply best practice processes for Incidents, Problems, Requests, and operational tasks. 
• Continually review and improve delivery of IT services.  
• Apply best practice process for ensuring SLAs and OLAs are achieved. 
• Continually communicate with the ITSM team to alert them of potential problems  

Requirements

• To be accountable for Incident Lifecyle, Request Lifecycle, End User Knowledge Management 
• Achieving Performance SLAs
• To be responsible for Communication and escalation, improving team and personal knowledge to effectively support, Continual Service Improvement (CSIP), Maintenance of communication equipment across offices, Upholding processes & procedures for support calls via the JIRA Service Desk 
• To contribute towards the Implementation of process and performance metrics, Service acceptance of new software & hardware 

Technical Skills

• Active Directory 
• Exchange / O365 Administration
• Desktop support (i.e. general PC issues)
• M365 Application 
• Windows 10/11
• Powershell Scripting
• Hardware support  
• File/Print 
• Teams Broadcast 
• Problem-solving 
• Mimecast         
• Group Policy configuration      
• DHCP 
• DNS 
• Azure 
• InTune/Jamf
• ITIL V3 and above

Benefits

We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference, everyone has something to contribute. Maybe you too could make a difference.

As part of our commitment to our team and flexible working approach, we have created a Work When and Where You Want Policy to give our team members choice and empowerment, and to support a balance in work and home life. Please ask your Talent Attraction Specialist for more information on this and our Family Friendly policy if you want to find out more!

Next Steps

If you’re interested, please apply! We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

As an equal opportunity employer, we are committed to providing fair opportunities for everyone regardless of age, gender race/ ethnicity, sex, religion, age, nationality, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. Everybody is welcome and our inclusion and diversity programme, be/yourself, is designed to ensure that you can thrive. Please inform your GBG Talent Attraction Specialist if you require any reasonable adjustments to the interview process.

To chat with the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to [email protected] and we’ll be in touch.

Make life@GBG work for you.