ICT Support Engineer

About Sharesource:

We are a BCorp company whose purpose is to democratise opportunities for individuals from developing countries. With our brand and culture empowering our partners to attract and keep the most qualified members, we share the knowledge to unleash potential and grow scaling teams for Australian and Canadian businesses.
https://www.sharesource.com.au/

What are we looking for?

We are seeking an ideal team player who is Smart, Hungry and Humble. You will be responsible for supporting all aspects of the IT systems and services. Additionally, the role includes responsibility for ensuring the security and integrity of computer operations and systems development. You will be well-organised, work exceptionally well with different people (in different locations and time zones).

Working time: 8:30 am and 5:00 pm Eastern Standard Time

Location: Chile (Remote)

What are you expected to do?

• Cloud Infrastructure support.
• Ensure system and data security is maintained at a high standard, ensuring the integrity of the company network is not compromised.
• Intune device management, including: 
  • Configuration profiles
  • Compliance profiles
  • Endpoint Security Baselines & Hardening
  • Application deployments and patching
  • Exposure management
  • Cloud security management across AWS and Azure environments via Defender for Cloud and AWS security hub
• Proactive maintenance
  • Build, maintain and manage the clients infrastructure
  • End-to-end system stability and performance
  • Incident and problem management
  • Patch and vulnerability management
• Monitor the performance of team's systems, ensuring issues are appropriately escalated and resolved.
• Management and support of any and all the client's 3rd party services.
• Microsoft 365 support
  • Microsoft support (Exchange Online, SharePoint, MS Teams, OneDrive).
  • CSP & SPLA Service Management (Microsoft 365 License management and Azure subscription management).
  • Answer phone/email/tickets in a professional and timely manner.
  • Assisting clients or staff through a series of actions, either face-to-face; email or over the telephone to help set up systems or resolve issues.
  • Troubleshoot technical issues to resolution and/or escalate to supplier or partner organisations as required.
  • Provide first point or an escalation point from Level 1 across all support tickets.
  • Escalate at the appropriate time any difficult issues to level 3
  • Log all incidents and service requests in our designated Helpdesk system.
  • Manage Helpdesk tickets, planning and prioritising systematically to minimise backlog and ensure operational efficiency.
• Reporting
  • Managed client cadence meetings to ensure we maintain a high standard of service
  • Ensure that the reports are maintained and accurate
• Integration and Automation
  • Manage and support integrated systems to ensure relevant data is available at all times.
  • Develop skills in Power Automate and Power Apps and AI/ML tools to help CI/CD processes.
  • Manage the integration between the applications to ensure the workflows are maintained.
  • Look at automation across systems updates and patching levels
• Transition Management
  • Manage all Managed Service Transitions.
  • Collaborate with the Professional Services team to provide technical assistants to project teams and assume technical project roles as needed, ensuring effective support for the deployment of new solutions.
• Soft Skills
  • Build and contribute to service documentation and knowledgebase.
  • Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT team.
  • Maintain and develop excellent working relationships with key suppliers, conducting dealings in a professional and appropriate manner.
• Change and Release Management
  • Production support changes delivery
  • Configuration change management
  • Knowledge management and documentation
• Security
  • Ensure a secure and protected environment for clients and their systems
  • Maintain all end point security and patching levels
  • Ensure that all our internal infrastructure is secure and in alignment with the security methodology the team agrees to follow
  • Ensure system and data security is maintained at a high standard, ensuring the integrity of the team's network is not compromised.
  • Ensure that all client dashboards are secure to only the intended client’s view

You’ll be a great fit if

• You understand that this role is a living role with continued development to achieve the above-mentioned requirement skills. The Team is committed in the personal development to ensure this role is a success for everyone.
• A Team Player.
• Display confidence when dealing with people, with well-developed written and verbal communication skills.
• Communicate well with staff and suppliers, exhibiting excellent listening skills.
• Demonstrate high standards of professional behaviour when dealing with suppliers, staff and clients.
• Ability to investigate issues and requirements and identify and prioritise appropriate solutions.
• Ability to adapt and adjust to changing processes, constantly seeking process Improvement
• Ability to maintain detailed and accurate records.
• Offer assistance to other employees in use of various technologies.
• Ability to build professional relationships with key stakeholders and staff.
• Demonstrated interest in technology.
• Relevant IT/industry experience and/or qualifications/experience in the following areas: Microsoft 365 / Azure
• Demonstrated understanding of IT Management.
• Ability to work flexible hours when required.

Here are the benefits of joining our team:

• Competitive salary and professional development
• Collaborative client partnerships and a fun, inclusive work environment
• Opportunities for leadership, expertise, and global client exposure
• Monthly coaching, training, and career development
• Remote work flexibility
• Engage in social impact activities and industry impact
• Achieve work-life balance and flexibility to support personal commitments
• Benefit package: depending on where the candidates are based

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Why work for Sharesource?

Our clients come from all walks of life and so do we. We hire hundreds of skilful individuals from a wide variety of backgrounds, genders, ages, and personalities to live out our diverse culture and make a positive impact on the world!

Our 5 Values:

• Make a social impact: We balance our work for client teams and for society by constantly making a positive impact.
• Be proactive: We encourage brave thinking and continuous improvement and drive change through action.
• Create value: We create measurable values for our stakeholders: our teams, partners, suppliers, investors, and communities.
• Be fair, open and honest: We foster equality and inclusivity in a supportive environment that embraces diversity and celebrates achievements.
• Add fun, passion and love: We prioritise fun and passion, fostering higher engagement and a positive can-do attitude.

What makes us different?

Our culture code. You will be a part of our vibrant company culture and experience a workplace where your contributions are valued, your growth is encouraged, and your opinion is respected:

• Challenged, autonomous, momentum
• Learning, growth mindset
• Lead by our values
• Heard, cared for, make good friends

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What happens after you submit your application?

The whole process takes around 4 weeks:

• There will be 3-4 interviews and a possible assessment from our client partner. You will undergo an initial interview, a culture interview, and 1-2 interviews with our cool client. This will run for about 1-2 weeks but we will let you know if we need to ramp it up. Be yourself and have fun.
• We will constantly communicate with you as to the development of your application. You can also directly communicate with us to ask us about the status of your application.
• If all goes well, we complete the reference check and provide other necessary requirements so we can offer you the job right away

At Sharesource, we believe in the value of diversity and inclusion. We are committed to creating a diverse, respectful, and inclusive workplace, and we do not discriminate based on factors such as race, gender, religion, sexual orientation, or disability.