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System Support Level 2 Analyst

Location: Melbourne - Permanent Full-time

About AAM

AAM is one of the largest dedicated survey and mapping organisations in Australia. Geospatial information is our passion and our livelihood and has been since 1959. We pride ourselves in supplying the best surveying and mapping services to the construction, development, mining, engineering and environmental markets.

What we are looking for:

AAM are looking for a level 2 technical support analyst that will provide local and remote assistance to our global employees. You will be required to work out of a ticket based helpdesk system, and will provide a combination of face to face, phone, remote and email based support.

While you will be based in AAM’s Melbourne office, you will be part of the global IT support team providing service to local, national and international users.

To be successful in this position, you will need to be motivated, able to work autonomously, self-starting and able to take initiative and ownership of issues and problems.

What you will do:

  • Manage and resolve first, second and some third level IT support requests
  • Respond to phone calls and e-mails through the Helpdesk from clients and internal staff regarding technical support issues (remedial or add, move and change)
  • Troubleshoot issues related but not limited to software, hardware, servers, routers, firewalls, peripherals and networking equipment
  • Support and administration of Exchange / Office 356 environment
  • Server and PC/Laptop support and build, software installations and deployment
  • Support for unified communication systems, mobile telephone and varied communication systems across AAM
  • Participate in infrastructure upgrade projects as required
  • Some after-hour / on call work will be required


What we need from you:

To be successful in this role you will already have at least 5 years prior experience in a similar role together with:

  • Strong customer service background, taking pride in your work and striving to achieve a high level of customer service
  • Have a wide variety of technical skills and abilities across desktop, server and network environments
  • Firewall, router and general network knowledge
  • Troubleshooting experience in a Microsoft environment (Windows 7/8/10, MS Office, print, hardware, AD/Exchange/O365, file servers, etc)
  • Able to work well as part of a team, but also possessing a strong ability to work autonomously
  • Excellent English communications skills, verbal and written, strong interpersonal skills are a must
  • Ability to multi-task, prioritise and problem solve
  • Organised, flexible and work within an environment where systems are undergoing continual change
  • Self-starting, motivated, able to take ownership through to completion
  • Are willing to learn and grow in the role with a solid work ethic and the desire to learn and develop


In addition to having previous experience in a similar role, skills in the following areas are highly desired:

  • Microsoft server and networking technologies (AD, DNS, DHCP, GPO)
  • Virtualisation (VMWare, Hyper-V)
  • Understanding of cloud infrastructure and hosted hardware (AWS, Azure)
  • Exchange & Office 365 and SharePoint
  • DELL EMC hardware
  • Cisco, Meraki, HP networking experience
  • Knowledge of GIS, MicroStation and AutoCAD applications

Minimum Qualifications and Experience:

  • Tertiary qualifications or equivalent in IT
  • 5 years plus in a similar role
  • Current Class C Driver’s licence
  • Current passport
  • Experience with 0365 and Skype for business

How to apply

Submit your resume and a covering letter summarising your experience and outlining why you are interested in the role.

Closing date: 14 December 2018

Confidentiality assured

Only successful short-listed candidates will be contacted. 

No Agencies please


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