IT Support Technician & System Administrator

IT Support Technician & System Administrator
- Permanent Full Time

RSPCA Victoria is a non-government, community-based, not-for-profit organisation whose purpose is ‘to exist for animals to live better lives’. We are Victoria’s best-known and most respected animal welfare organisation.

Our organisation’s vision is to have ‘a world where animals and people live together with dignity, respect and compassion’. RSPCA’s values – show compassion, lead the way, act with courage and seek positive outcomes – set clear expectations for all our employees and volunteers.

We are currently recruiting two IT Support Technician & System Administrators to join our Information Services team in a permanent full‑time capacity. Reporting to the Senior Manager
- Information Services, you will play a key role in providing effective, efficient, and user‑friendly support to RSPCA Victoria staff and volunteers in the utilisation of information systems. Additionally, you will also provide back‑up support to the systems administration component of the Reporting Analyst and System Administrator role.

• Ensure all IT Helpdesk requests are investigated and responded to in a reasonable time frame to minimise user and system downtime, including seeking assistance from team members and/or external vendors as required.
• Provide Level 1, 2 and 3 IT support to employees and volunteers, including researching issues and finding best practice solutions to successfully satisfy user requirements.
• Provide after‑hours/weekend on‑call support on a rostered basis.
• Perform all network user management activities including Active Directory and Office 365 administration.
• Perform general PC maintenance and security such as Windows update, Malware and Windows firewall.
• PABX (VOIP) Telephony system administration, such as user extension/mailbox configuration, IVR (Interactive Voice Response) menu mapping, ring group setup and DDI (Direct Dial‑In) mapping.
• General telecommunications support and troubleshooting, such as landlines, mobile phone support (Android/IOS) and reporting/managing faults with vendors.
• Identify and implement opportunities for continuous improvement which empower users to reduce their reliance on the IS team and utilise available systems more effectively.
• Consult with external vendors and support companies as needed to ensure all systems operate effectively and all issues are resolved.
• Manage all print, fax and scanning requirements for RSPCA Victoria and work with external vendor(s) to ensure that the right solutions are in place to satisfy user requirements.
• Manage all end user equipment upgrades and recommend new solutions and technologies as needed.
• Maintain a deployment server and upgrade register for efficient upgrade of PCs and ensure users have reliable, up‑to‑date equipment.
• Ensure all users (including remote sites) have suitable equipment to successfully perform their roles.
• Maintain a working knowledge of ICT security best practices and ensure all RSPCA Victoria systems are as secure as possible. This includes:
  • Ensuring all hardware and systems are secured against Malware attacks on server Malware Systems
  • Ensuring enforcement of, and compliance with, RSPCA Victoria password policies.
  • Ensuring all breaches of system security or the IS Acceptable Use Policy are reported to the IS Manager immediately.
• Assist the System Administrator in all aspects of IT Infrastructure maintenance and administration including all physical and virtual servers, and all associated documentation.
• Assist the System Administrator in all aspects of Network maintenance and security, including WAN/LAN, Firewall, cabling, routers, switches and WiFi, and liaising with 3rd party support vendors as required.
• Assist the System Administrator in all aspects of Disaster Recovery processes, including system/data/server backup and restore.
• Contribute to a positive and inclusive work environment by effectively communicating and working collaboratively with peers across all departments, and consistently behaving in accordance with the RSPCA Victoria values and associated policies.

• General PC maintenance and…