Information Systems Administrator New Australia, Australia, North Sydney, Sydney IT 180001N3 Requisition # 90 Total Views Apply for Job Recommend to a Friend Sign Up for Job Alerts The IS Support Specialist will be responsible for providing Incident resolution on all incoming requests for technical assistance on all deployed IT systems from employees of the Genesys Telecommunications Labs. The candidate will be working in the global Information Technology team, within the global Service Desk and will be the primary local IT resource for IT service and support in the Australia and New Zealand region. Any incidents and problems requiring escalation will require accurate triage and diagnosis and reported using the Information Technology Service Desk tool. In addition to this the candidate will also assist with local IT infrastructure projects in coordination with IT Operations and will play a hands on role in the maintenance and delivery of the local IT infrastructure. The candidate will also be responsible for the procurement and stock keeping of local IT hardware and equipment assets and the configuration and deployment of this equipment to local employees of Genesys. The role will also involve occasional participation and involvement in other technical projects such as performing technical delivery of internal video conferencing events and meetings Responsibilities will include (but are not limited to): Monitor all incoming support incidents using the IT Service Desk tool. Strive to develop increasing breadth and depth of technical expertise with our systems with a goal of resolving a very high percentage of reported problems within prescribed service levels. Analyze systems issues and escalate to various internal subject matter experts as required for resolution or as required by separation of duties communicating issue status to users and management. Using automation tools, monitor production systems to ensure they are operating as expected. Provide end user training as required on new systems and upgrades of existing systems. Position will require meticulous usage of incident tracking and knowledge management tools to capture and document troubleshooting and problem resolution procedures. Hands on assistance to IT Operations teams with local infrastructure projects. Maintains and services local server and communications rooms in accordance with IT Operations. Procurement of IT equipment to specific requirements. Deploy all end user hardware and equipment Manage and own responsibility for local IT hardware and equipment assets Qualifications / Skills Required and Preferred Bachelors degree in Information Systems or relevant discipline. 2 years of professional business experience with demonstrated information systems and/or in a similar role. Experience with ServiceNow or similar incident management systems desirable Ability to demonstrate a fundamental understanding of IT networks and prior experience racking hardware and cabling networks is desirable. Technical acumen in Information Technology. Good balance of technical competence and people skills Eager to learn new technologies and concepts Solid problem solving skills with an acute attention to detail Self-motivated to bring issues to closure Willingness to provide excellent customer service Must be a team player Skills and Attributes: Communicates regularly with peers and management Uses computer frequently Communicates with customers/partners, discerns key issues and recommends solutions Compiles support information from multiple sources and writes documentation Infrequent travel to other locations for special projects, business meetings, support functions and training. Installs/removes computer equipment in labs/offices Maintains local server room environments in coordination with IT Operations Work on other occasional special projects such as Video Conferencing events. Adhoc duties as directed by Management About Us: Genesys powers more than 25 billion of the worlds best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industrys #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via http://www.genesys.com/ , Twitter , Facebook , YouTube , LinkedIn , and the Genesys blog . Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-MP1