Senior DTS Support Officer

About the role

MinRes, a diversified resources company with operations in lithium, iron ore, energy and mining services across Western Australia, is hiring a Senior DTS Support Officer. Reporting to the Superintendent of DTS Support, the role is a senior escalation point for Level 1 and Level 2 incidents and contributes to the stability, maintenance and continuous improvement of the IT environment. It involves hands-on technical support, service desk coordination, lifecycle management and mentoring junior staff.

Key responsibilities

• Provide Level 1 and Level 2 IT support across hardware, software, applications and user environments, with strong customer service
• Log, troubleshoot and resolve incidents in line with SLAs, escalating high-impact issues to relevant teams or vendors
• Support desktops, laptops, printers, phones, AV equipment and meeting room technologies
• Build, deploy, maintain and repair corporate IT equipment in line with standards and licensing
• Manage user account provisioning, access control and onboarding/offboarding
• Take part in hardware and software lifecycle management and recommend new technologies
• Escalate complex issues and coordinate technical work with DTS Support Officers
• Identify and automate service improvements, and contribute to IT standards, processes and help desk resources
• Develop and optimise Service Desk operating procedures, assist with rostering and customer satisfaction monitoring, and travel to remote or operational sites and join on-call rosters as required
• Mentor and guide junior IT support staff

Required profile

• Tertiary qualification in IT or a related field highly regarded
• ITIL certification highly regarded
• Established experience in Service Desk, Desktop Support or IT Support roles
• Proven experience resolving Level 1 and Level 2 technical issues in corporate IT environments
• Understanding of service delivery, SLA adherence and multi-site user support
• Experience supporting hardware, software, systems and user environments across desktops, mobility, printing and AV technologies
• Strong customer focus, leadership and communication skills, with the ability to mentor others