IT Support Specialist

Join Infoxchange and help bring our mission of Technology for Social Justice to life. This
Full time Permanent role is based in Melbourne or Adelaide and offers the opportunity to make a real impact, with potential for extension subject to business requirements.

A bit about us

Infoxchange is a leading not-for-profit social enterprise that has been delivering technology for social justice for over 35 years.

We tackle the biggest social challenges through the smart and creative use of technology. We work with community, government and corporate partners to solve issues around homelessness, family violence, mental health, disability as well as supporting families, women and young people, and First Nations communities.

Our products and services are used by 38,000+ community and government services. We provide the right tools to improve efficiency and deliver greater impact. And through our work in digital inclusion and social innovation we use technology to empower people experiencing disadvantage, driving social inclusion, and creating stronger communities. We believe no-one should be left behind in today’s digital world.

We are Australia’s leading technology not-for-profit dedicated to using digital tools and systems to improve the lives of people experiencing disadvantage and the organisations that support them.

Our culture

Our Values – Commitment, Inclusion, Collaboration, Innovation and Accountability, are our core beliefs and act as our guiding principles, in alignment with ‘The IX Way’. They provide us with purpose and direction and set the tone for our everyday interactions with each other, our customers, our partners and our wider stakeholders.

We’re proud to be Great Place to Work® certified for the second year in a row.

At Infoxchange we are dedicated to fostering an inclusive, fair, and supportive environment where everyone can authentically be themselves. Over 95% of our employees agree that we treat everyone fairly, regardless of sexual orientation, race, or gender, and believe that diversity and respect are fundamental to our core values.

About the role 

This role provides frontline IT support across diverse customer environments, ensuring systems run smoothly and issues are resolved quickly within SLA. You’ll troubleshoot and support infrastructure, networks, and end-user devices across both cloud and on-prem environments, while delivering a high standard of customer service. The role also involves identifying improvement opportunities, supporting security incident triage, contributing to network security, and maintaining accurate documentation. Working closely with internal teams and customers, you’ll play a key part in enhancing digital capability and delivering reliable, efficient IT services.

What You Will Be Doing: 

• Provide Level 1 and where applicable based on individual subject matter expertise Level 2 support and administration for various customer ICT environments, addressing incidents and service requests to ensure system availability with an emphasis on exceptional customer service.
  
• Ensure customer satisfaction by identifying and resolving issues promptly. 
• Manage incidents and service requests within SLA, aiming for high customer satisfaction. 
• Identify opportunities for improvements within the customers environment and make suggestions and recommendations for future enhancements.
  
• Provide trouble shooting and support in diagnosing, resolving and repairing server related hardware and software issues.
  
• Provide remote and on-site service support, from initial troubleshooting, through to diagnosing, resolving and repairing issues related to Infrastructure (Cloud and On Prem environments, including for example, Windows Server 2012 R2+ and Active Directory/Entra), Network and Communications, and End User Devices (e.g. Windows 10 Pro/11 Pro. Office 365 application suite).
  
• Provide initial triage and containment of IT Security related incidents reported by customers, showcasing an understanding of contemporary security practices and vulnerability management.  
• Assist in the implementation and maintenance of network security measures.
  
• Develop documentation, policies and instructions, and maintain currency of content.  Additionally maintain and adhere to records and details operational procedures and system logs. 
• Where applicable provide specialised skills and assistance to resolve networking issues.
  
• Work collaboratively with stakeholders, customer engagement team, project management and consultants across specialist areas for example, security and infrastructure upgrades. 
• The IT Support Specialist Team provide IT services designed to enhance digital capability and promote the efficient and effective use of ICT. These services aim to meet customer needs while being cost-effective, professional, timely, and efficient. 
  

About you: 

To succeed in this role at Infoxchange, you will demonstrate: 

Qualifications and Specialist Expertise 

• Desirable -bachelor’s degree or greater in computer science or related discipline  

• Desirable - Microsoft certifications relating to Office 365, SharePoint, or Azure  

• Working knowledge or certification in ITIL 

Skills and Capabilities 

• Outstanding customer service skills – written, verbal and in-person. 

• Experience working within SLA’s and target timeframes.  

• Previous experience in On-site Support or Help Desk operation  

• Experience using ticketing systems  

• Knowledge and experience with Windows 10 Pro / 11 Pro, O365 application suite or similar 

• Some knowledge of other applications e.g. Adobe products  

• Knowledge or experience supporting printers and networking.  

• Some knowledge and experience with Microsoft Windows Server 2012 R2+  

• Experience with Active Directory and Azure Active Directory  

• Knowledge of commonly used concepts, practices and procedures for desktop and server support, including remote hardware support.  

• Working knowledge of modern security practices.  

• A valid driver’s license  

• Ability to work remotely, from the office and client sites 

Personal Attributes 

Promote Inclusion  

• Creates a culture that supports and respects the individuality of others and recognises the benefits of diverse ideas and approaches. 
• Communicates well with, relates to, and sees issues from the perspective of people from a diverse range of cultures and backgrounds. 

Work Collaboratively  

• Build a culture of collaboration across the organization. 

• Looks for and facilitates opportunities to collaborate with internal and external stakeholders. 

• Identifies and overcomes barriers to communication with internal and external stakeholders. 

Self-Awareness  

• Builds strong commitment of others towards continued personal development. 

• Establishes mechanisms that enable communication of honest, respectful, and constructive feedback at all levels 

Why join us.

• Be part of an award-winning, inclusive team, the IX Crew, where your work drives real social impact and your growth is supported.

• Salary packaging benefits to reduce your taxable income to put more money in your pocket (check
• out cbb.com.au).
• We’re passionate about taking care of our IX Crew, so working with us means that you will also enjoy:
• Hybrid working environment with flexible working hours and purposeful connection.
• Additional leave provisions including paid parental leave supplement and annual leave loading
• Strong wellbeing focus, including cultural swap days, wellbeing support and year-round health and wellbeing initiatives.
• Benefits for new parents
• Great learning and development opportunities with unlimited access to LinkedIn Learning
• IXcel our employee reward and recognition program
• Access to Telus Health, our wellbeing partner for mental health, medical and safety for you and your family members

All applicants must be willing to undergo a police check as a condition of employment with Infoxchange. Applicants for this role must be Australian citizens or permanent residents. Temporary and bridging visa holders are not eligible for permanent positions. 

Read more about Infoxchange in our annual report at www.infoxchange.org