Network Support / Service Desk

Network Administrator
We are the world’s largest publisher of industry and procurement research. Our success has created abundant opportunities and we’re looking for the best and brightest to join us as we continue to expand our global operations.
Your mission is to find out how you can be a part of our progression and innovation.
We have a casual work environment and a great corporate culture where people enjoy their work knowing they will be rewarded for personal and team successes.
We’re looking for a communicative and self-starting network administrator to support our Melbourne office. Based in Melbourne, you’ll work with your counterparts in New York and London on projects for the Melbourne and global offices.
Responsible for the installation and maintenance of hardware and software, documents diagnosis and resolution of faults, ensures the efficient performance of servers, printers, and personal computers, and attends to other operational tasks. Also performs help desk support.
1st and 2nd level hardware and software desktop support for IBISWorld staff (with Microsoft Windows 11, Apple, Office Products, anti-virus, other software, etc..) and ensure internal support SLAs are met.

• Ability to troubleshoot connectivity issues for on-premises and work-from-home staff
• Maintenance of network printers across all sites, including user support
• Install new hardware and software as approved.
• Conduct training for staff on new hardware and software applications.
• Desktop & server maintenance operations, including anti-virus, Windows updates, and software patch updates
• Network maintenance operations such as systems & traffic usage monitoring
• Follow up with hardware and software vendors to resolve relevant issues
• Support (with guidance from Global Network Manager) and make only authorized changes to:
• Physical and virtualized Microsoft Windows Servers to ensure data integrity and high availability
• Windows Active Directory, Group Policy, DHCP, DNS, and file-services infrastructure
• Azure and AWS cloud-hosted services
• Office 365 services (such as email, SharePoint, Teams, etc.)
• MFA services for VPN and cloud services
• Monitoring and basic configuration changes on Cisco network devices

Internet services and security administration, including DNS, domain registration, SSL certificates, VPN, and network security services
Ability to read system data, including, but not limited to, cloud services logs, security and network event logs, syslog’s, and firewall logs
Communication with service providers and NOCs for reporting and follow-up of issues
RingCentral cloud-based telephony system administration and support
Supporting staff with setup of required software (such as email, MFA) on smartphones, tablets, etc.
Creation or updates (as required) to documentation detailing all configuration changes and fixes

• Remote support for other offices as needed
• Ability to support stakeholders out of hours, including overseas stakeholders.
• Detailed documentation and reporting of all configuration changes and fixes that are done as required by management.
• Study and work towards professional certifications as per guidance from the Global Network Manager, using the company's training and resources
• Occasional travel to remote sites for implementation and support as required
• Any other relevant IT tasks
• Support IBISWorld staff promptly, including the use of the Freshdesk ticketing system.
• Meet set SLA targets for ensuring IBISWorld Systems, Services and Networks are available and reliable.
• Ensure IBISWorld staff are supported with all laptops, email, phone, printer & backup needs, ensuring tasks are actioned promptly and completed in full.
• Effectively communicate with external Hardware Vendors, Service Providers, Datacenters and NOCs ensuring all issues are addressed and resolved.
• Effectively communicate with the IT team and internal stakeholders verbally and/or by means of documentation for problem fixes and roll-out of new services, alerting the Global Network Manager to any issues.
• Ensure all IBISWorld systems, services, and networks are available and reliable, and any issues are addressed promptly.

Cisco networking and security skills (advantageous).

• Microsoft Azure knowledge (AZ-104 Azure Administrator Certification required or must be attained within the first 3 months of employment).
• Familiarity with AWS (useful).
• Strong planning, organizational, and research skills, with the ability to prioritize and complete tasks within competing deadlines.
• Ability to work both independently with minimal supervision and collaboratively in a team environment.
• 2–4 years of hands-on experience in networking and/or systems administration.
• Bachelor’s degree in Computer Science, Information Technology, or a related discipline
• Professional networking certifications from Cisco and/or Microsoft required
• Proficient in Microsoft Windows Server (2012, 2016, 2019, 2022) and core services including Active Directory, File Services, DNS, DHCP, and Virtualization.
• Skilled in Microsoft Office 365 administration and support.
• Experienced with Windows 11 client environments, including Microsoft Office applications.
• Prolonged periods of sitting at a desk and working on a computer.
• shipping, lifting, and moving IT equipment).
• Ability to operate standard office equipment (e.g., computers, printers, copiers, scanners).

EEO Statement IBISWorld provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or genetics. In addition to federal law requirements, IBISWorld complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Occupational Health and Safety IBISWorld has a Health and Safety Policy and Management System in place to deliver a healthy and safe workplace. In the latter case, the unsafe work policy statement is enacted, and work stops until the hazardous situation is fixed or mitigated.