IT Support Technician

The Company:

BML is the owner of the Brisbane Markets and is responsible for its ongoing management, maintenance and development in support of the horticulture industry. Brisbane Markets occupies 77 hectares of land with over 40 buildings and is Queensland’s most important distribution and economic hub for the trade of fresh produce and flowers, with approximately 700 million kilograms of produce handled annually by over 160 tenants operating within the site.

We are seeking a customer focused and dynamic IT Support Technician to support the day to day running of the IT department at the Brisbane Markets.

About the role

As the IT Support Technician, you will play a vital role in managing our frontline IT ticketing system, handling user setups, and supporting our IT infrastructure. You will provide both Tier 1 and Tier 2 support and create documentation and training packages for IT and non-IT staff. The ideal candidate will be a customer service champion who possesses exceptional attention to detail, excellent time management and communication skills, and the ability to take initiative to ensure timely delivery of service.

Responsibilities

• IT Support (Level 1 & 2): Provide prompt and professional technical support to end users across various platforms, including desktops, laptops, mobile devices, and site hardware. Troubleshoot hardware/software issues and escalate when necessary.
• IT Support Ticket Management: Manage the IT ticket queue, ensuring SLAs are met and tickets are addressed, resolved, or assigned in a prompt manner.
• Hardware Management: Manage and maintain site hardware inventory, including monitoring equipment lifecycle, and handling the installation and setup of new hardware.
• IT Training: Develop and deliver IT training sessions to staff, covering software applications, hardware use, and best practices. Adapt training methods for different skill levels.
• Training Material Creation: Create comprehensive and engaging training materials, including manuals, videos, and presentations, to ensure staff are well-equipped with the necessary IT knowledge.
• Documentation: Maintain and update internal documentation for IT systems, processes, and support procedures, ensuring that it is clear, accessible, and useful for both current and future team members.
• Collaboration: Work closely with other teams to ensure effective solutions and provide feedback on areas for improvement.
• On-call roster: Participate in on-call support rotation (approximately two weeks every six weeks) to assist with any IT-related incidents. Note: On-call support is rare, with few calls expected during the rotation.

About You:

• Proven experience in IT support in a Level 1 & 2 support role.
• Diploma of Information Technology
• Familiarity with hardware management, maintenance, and patching.
• Customer service champion with a strong focus on exceeding customer expectations
• Proficient in document and training material creation (manuals, video tutorials, presentations).
• Strong knowledge of IT systems and common software applications:
• Microsoft Operating Systems (Windows 11 and Server variants)
• Server management functionality (DNS, DHCP, Group Policy, etc.)
• Azure tenancy management
• Microsoft Exchange
• Microsoft Office
• Excellent troubleshooting and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to work independently and as part of a team.
• Proactive and detail-oriented with strong organisational skills.
• Relevant Microsoft certifications (or similar) will be highly regarded
• Additional experience in the below systems will be valued:

2. Gallagher Access Control
4. Milestone XProtect CCTV
6. Microsoft Dynamics
8. Business Central
10. Power BI
12. API and software automation
14. 3CX phone system

What We Offer

BML offers a range of employee benefits to its staff members including:

• access to fuel discounts;
• access to gym memberships;
• salary continuance insurance;
• family friendly hours;
• free parking and access to EAP; and
• supportive work environment.

How to apply

To become part of the BML team’s success please submit a detailed resume outlining your work history and relevant experience by clicking “Quick Apply". Please only apply if you are an Australian/NZ Citizen or permeant resident. Visa holders will not be considered.

Recruitment agencies - thanks for thinking of us, but we've got this one covered! Please do not contact us in relation to this role.