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ICT SUPPORT TECHNICIAN

Business: Iron Mountain
Location: Granville NSW 2142
Employment Type: Full-time, Ongoing
Salary: AUD $80,000 – $100,000 per annum plus superannuation.

About the Business

Iron Mountain is a global information management and technology services organisation specialising in secure records management, data storage, digital transformation, information governance, data centre solutions and IT asset lifecycle management. The company provides integrated information management and technology solutions to businesses and organisations across various industries.

Iron Mountain's operations involve the management of substantial volumes of physical and digital information, supported by computer infrastructure, information technology systems, digital platforms and secure information management solutions. These activities require reliable computer networks, efficient software applications, secure hardware infrastructure and responsive technical support to maintain business continuity and operational efficiency.

To support its ongoing technology operations and ensure the effective deployment, maintenance and performance of its computer systems and IT infrastructure, Iron Mountain is seeking to appoint a dedicated full-time ICT Support Technician at Granville NSW 2142.

About the Role

The ICT Support Technician will be responsible for providing technical support for the deployment, operation and maintenance of Iron Mountain's computer infrastructure, hardware, software applications, network systems and web-based technologies.

The position involves diagnosing and resolving technical problems, determining hardware and software requirements, installing and configuring applications, maintaining computer networks, troubleshooting equipment and supporting employees in the effective use of information technology systems.

The successful candidate will work closely with IT professionals, systems administrators, operational personnel and other stakeholders to ensure technology systems remain reliable, secure and efficient.

The role requires a technically competent and organised individual capable of identifying technical issues, implementing practical solutions and maintaining effective ICT support services within a busy information management and technology-driven environment.

Key Responsibilities

The ICT Support Technician will be responsible for:

• Determining software and hardware requirements to identify technical needs and provide effective solutions to computer systems, applications and equipment-related problems.
• Responding to enquiries regarding software and hardware problems, diagnosing technical issues and providing appropriate troubleshooting and support to users.
• Adapting existing programs and software configurations to meet user requirements and improve the functionality and efficiency of business applications.
• Installing, downloading, configuring and updating appropriate software to ensure computer systems and applications operate effectively.
• Ensuring the efficient use of computer applications and equipment by providing technical assistance, troubleshooting support and guidance to employees.
• Implementing and maintaining computer networks, including assisting with network configuration, connectivity, troubleshooting and ongoing technical support.
• Supporting the design, maintenance and functionality of websites and web-based technologies, ensuring appropriate accessibility, performance and technical operation.
• Repairing, maintaining and replacing peripheral equipment, including computer terminals, printers, scanners, modems and other associated ICT devices.
• Diagnosing and resolving hardware, software, network connectivity and system performance issues to minimise operational disruptions.
• Installing, configuring and maintaining desktop computers, laptops, workstations, operating systems and associated IT equipment.
• Providing technical support for information management applications, digital platforms and other business software used in daily operations.
• Assisting with the deployment, setup and maintenance of ICT infrastructure, including network devices, computer equipment and related systems.
• Monitoring the performance and functionality of computer systems, software applications and peripheral devices to identify technical issues.
• Maintaining accurate records of technical support requests, equipment maintenance, system configurations and troubleshooting activities.
• Coordinating with IT infrastructure teams, external technical service providers and equipment suppliers regarding system maintenance, repairs and technical support requirements.
• Supporting the implementation of software updates, security patches and system configuration changes in accordance with organisational IT procedures.
• Assisting employees with user access, software functionality, system connectivity and general ICT-related enquiries.
• Ensuring technical support activities comply with relevant information security requirements, company policies and established IT procedures.
• Identifying opportunities to improve ICT support processes, system reliability, equipment performance and overall technical service efficiency.
• Demonstrated experience using data sanitization tools to securely erase sensitive information, ensure data integrity and maintain compliance with data security standards.

Qualifications and Experience

Applicants should possess:

• An AQF Associate Degree, Advanced Diploma or Diploma in Information Technology, Computer Systems, Networking, ICT Support or a related discipline; or
• At least three years of relevant professional experience and/or relevant vendor certification may substitute for the formal qualifications, where applicable.

Applicants should also demonstrate:

• Relevant professional experience in ICT technical support, IT infrastructure support, computer systems maintenance or a closely related technical role.
• Strong knowledge of computer hardware, operating systems, software applications and network technologies.
• Experience diagnosing and resolving hardware, software, connectivity and system performance problems.
• Ability to install, configure, maintain and troubleshoot computer systems, software applications and peripheral equipment.
• Knowledge of computer networks, LAN/WAN connectivity, routers, switches and general network troubleshooting.
• Experience providing technical assistance and responding to user enquiries regarding computer systems and applications.
• Familiarity with Microsoft Windows, Microsoft Office, Microsoft 365 and other common business software environments.
• Understanding of software installation, system updates, hardware maintenance and basic information security practices.
• Ability to support web-based applications, digital platforms and information management systems.
• Strong analytical, problem-solving, organisational and technical troubleshooting skills.
• Ability to maintain accurate technical documentation, service records and equipment information.
• Strong written and verbal communication skills with the ability to explain technical issues clearly to users.
• Ability to work independently, manage competing technical priorities and collaborate effectively with IT teams and operational personnel.

Work Conditions

• Full-time, ongoing position.
• Professional information technology environment supporting the operations of Iron Mountain.
• Regular interaction with IT professionals, operational employees, systems administrators and external technical service providers.
• Responsibility for providing technical support and maintaining computer systems, software applications, networks and peripheral equipment.
• Opportunity to contribute to the reliability, efficiency and ongoing improvement of ICT infrastructure within an established global information management organisation.

Australian Citizens and Permanent Residents are encouraged to apply.

Pay: $80,000.00 – $100,000.00 per year

Work Location: In person