Position Description

Instruction:  Items in light blue text are instructions and DO NOT Print. They DO NOT need to be deleted..

Purpose                                     

• The Technology function within Pacific Blue is strategically important and plays a crucial role in shaping Pacific Blue’s operations, efficiency, competitiveness, and strategic growth. The technology teams primary focus is on delivering the highest level of security, reliability and customer service.
• The IT Support Engineer role is required to work within the technology team to ensure the reliability, security, and efficient operation of IT systems and services across Pacific Blue’s generation and retail functions.
• The IT Support Engineer is responsible for both Level 1 and Level 2 IT support tasks, with a strong focus on customer service whilst seeking opportunities to automate repetitive tasks to enable the business a great level of self service and provide time for more complex problem-solving and strategic initiatives. A priority is placed on minimising downtime, improving productivity, and ensuring a seamless IT environment while continuously innovating to optimise performance and provide proactive solutions to business challenges.

Key Duties and Responsibilities

The IT Support Specialist position is responsible for:

• Triage, respond and resolve Level 1 & 2 IT support requests and incidents within the IT Service Management platform.
• Operate as a hands-on member of the IT Service Desk team, actively working on and resolving Level 1 & 2 support requests, engaging and building relationships with staff, managers and leadership within the business.
• Seek opportunities to automate repetitive tasks as far a reasonably possible.
• Co-ordinate all Onboarding / Offboarding activities related to user account management and hardware configuration.
• Analyse and provide technology recommendations for improvements that meet business requirements.
• Implementation and management of role-based access groups using least privileged access methodology.
• Develop and maintain the accuracy of systems and process documentation as it relates to the IT function.
• Develop and maintain the accuracy of all end user support guides.
• Maintain the accuracy of the IT Asset and License repository, ensuring cost effective use of all system licenses.
• Business communications regarding forthcoming scheduled maintenance and/or current disruptions to service.
• Liaise effectively with software and hardware vendors, to provide support for installs, upgrades, training opportunities and user queries.
• Provide assistance to other IT teams when required.
• Collaborate with the Information Systems & Support Manager to ensure all IT support requests are handled within the agreed service levels.
• Ensure that the Company’s compliance obligations are actively maintained, managed, and kept up to date with particular focus on the compliance obligations allocated to the position title as identified in the Company’s Register of Compliance Obligations (as set out in the Compliance Procedure and as amended from time to time).

Knowledge, experience (including qualification) and skill

Knowledge and experience:   

Detail the education and or special certification, training and work experience requirements for the position. This may also include the level of industry knowledge.

• Strong foundation in computer hardware, software, and networking, with practical experience in troubleshooting complex technical issues.
• Demonstrated experience working in a comparable technical role.
• 3+ years’ experience supporting the following technologies: Microsoft - Windows 10 & 11, Office 365, Exchange, Active Directory, SharePoint, Power Apps & InTune.

Skills:              

List the learned and applied abilities to effectively complete tasks to the level of required performance. This can include technical and interpersonal skills, as well as the level of proficiency required on relevant tools and software. 

• Strong communication and collaboration skills, with the ability to work effectively in cross-functional teams and communicate technical concepts to non-technical stakeholders.
• Strong technical skills to be able to execute changes as required
• Excellent relationship management skills
• Able to work independently or as part of a team
• Strong analytical skills
• Negotiation and persuasion skills
• Excellent problem-solving skills, with the ability to analyse complex technical issues and propose effective solutions.