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Mable
Mable
201 – 500 Zaposleni
Mable is an Australian care and support platform founded in 2014. The available profile does not describe its products, team, or hiring activity, so those details are not included here.
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Delovna mesta v podjetju

IT Helpdesk Support Specialist

Provide IT support to Mable and HomeMade staff while improving service delivery through automation and AI. The hybrid role combines hands-on troubleshooting, platform administration and device security across Australia.

AUAvstralijaHibridnoPolni delovni časJuniorSrednja ravenDiploma ni potrebnaZahtevani Jezik: angleščinaIT-podpora
ITSMJamfmacOSOblakServiceNow

Opis

  • Deliver Level 1 and Level 2 IT support to Mable and HomeMade staff, both in person and remotely.
  • Manage support requests through resolution, keeping them moving efficiently from start to finish.
  • Investigate technical problems and escalate them to other teams, squads or vendors when appropriate.
  • Administer SaaS and collaboration tools including Google Workspace, JumpCloud, Slack, Atlassian and Zoom.
  • Support Zoom Contact Center telephony by setting up users and making basic queue and configuration changes.
  • Keep access and asset records current and take part in scheduled access reviews.
  • Encourage staff to follow sound information security practices.
  • Use endpoint management to keep laptops and other devices patched, protected and up to date.
  • Contribute to incident handling, problem resolution and root cause analysis.
  • Write and update knowledge-base articles and self-service guidance.
  • Spot repeated issues and propose lasting fixes.
  • Handle identity and access changes for onboarding, offboarding and other staff transitions.
  • Build and maintain automated workflows for service requests.
  • Oversee IT assets from provisioning and refresh through retirement.
  • Improve software and application deployment with automated, policy-based delivery.
  • Record manual and automated procedures so others can repeat and audit them.
  • Apply AI tools to troubleshooting, documentation, scripting and analysis.
  • Find ways to use AI and automation to improve IT support processes.
  • Help plan, execute and deliver projects and initiatives.

Zahteve

  • Bring 2–3 years of experience in Level 1 and Level 2 IT support or service desk work.
  • Have hands-on experience administering Google Workspace or Microsoft 365/Entra ID, including user lifecycle, groups, MFA and SSO.
  • Have managed macOS and Windows devices with an endpoint or mobile device management tool such as JumpCloud, Intune or Jamf, including patching and policy compliance.
  • Have used an ITSM platform such as Jira Service Management, ServiceNow or Freshservice.
  • Be familiar with ITIL-aligned incident, request, problem and change practices.
  • Troubleshoot laptops, peripherals, SaaS applications and basic networking confidently.
  • Show an aptitude for automation.
  • Use AI tools in practice, such as Claude, ChatGPT or Copilot.
  • Communicate clearly in writing and create documentation and self-help guidance for non-technical users.
  • Bring a customer-service focus and manage competing priorities with limited supervision.
  • Understand security basics, including access controls, least privilege, phishing awareness and safe data handling.
  • Preferred: Google Workspace and/or JumpCloud administration experience.
  • Preferred: Atlassian administration, including Jira Service Management, Confluence, request types, portals and knowledge bases.
  • Preferred: Experience with Zoom Phone, Zoom Contact Center or another cloud telephony platform.
  • Preferred: Certificate III/IV in IT, a degree, ITIL 4 Foundation, CompTIA A+/Network+ or vendor certifications.

Ugodnosti

  • 14 weeks of paid leave for primary carers, plus superannuation.
  • 6 weeks of paid leave for secondary carers, plus superannuation.
  • A hybrid setup combining office and remote work.
  • One additional paid Flexi Leave day each quarter.
  • A floating public holiday.
  • A Reward and Recognition program.
  • Opportunities to learn from industry experts and experienced leaders.
  • On-the-job learning opportunities.

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