Senior Helpdesk Engineer - Enterprise IT (P752)

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

We are actively searching for a dedicated and enthusiastic IT Helpdesk Engineer to join our dynamic team located in Sydney. In this vital role, you will serve as a key resource for providing exceptional technical assistance to our internal Civica employees.

Your primary responsibility will be to ensure the seamless operation of our IT systems and services, thereby contributing significantly to the overall efficiency and productivity of our organization. You will troubleshoot and resolve technical issues, demonstrate a deep understanding of our systems, and collaborate effectively with team members to foster an environment of support and innovation.

Why you will love this opportunity as Senior Helpdesk Engineer at Civica

The chosen candidate will act as the main on-site support for the executive team, addressing regional escalations and overseeing the technology infrastructure in the office. A strong background in service-oriented roles, with extensive customer-facing experience.

• Engage with colleagues via phone or digital channels to address incidents and service requests, processing them in line with current service levels and Civica policies and procedures.
• Maintain accurate records of work completed, changes made, colleague interactions in line with data protection laws and Civica policies, and on the systems designated by Civica.
• Adhere to Service Management policies, processes, and procedures (e.g., ticket handling policy, incident management, request fulfilment, and problem management).
• Provide onsite support to key Civica offices as and when required.
• Maintain and develop your customer skills, technical skills, and knowledge of current Civica processes and procedures to perform your role effectively.
• Provide feedback to improve existing knowledge management, suggest requirements or content for new knowledge management, and if directed by line management, create new knowledge management articles.
• Take personal responsibility for managing your time effectively and proactively, meeting performance standards on utilization.

Requirements:
What you will do to be successful in this role

• Proficiency in both Microsoft Server and Client Operating Systems.
• Proficiency in the Microsoft/M365 Application Suite, encompassing tools such as Exchange, Teams, and SharePoint.
• Familiarity with networking concepts and principles.
• Expertise in Managing Anti-Virus Solutions.
• Familiarity with FTP Administration, Microsoft Azure.
• Familiarity with Active Directory and backup solutions is essential.
• Proven expertise in managing File Server and Share Administration.
• Having experience with Linux, Unix, and MacOS will give you a competitive edge.
• It is preferred that the candidate possess qualifications or experience in ITIL v3.

Benefits:
Why you'll love working with us

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different - and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.

Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Flexible Work - Flexible work – we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.