The Security Support Analyst would be responsible for the day-to-day Cyber support of the Leidos Airborne Solutions environment, associated services, and applications.

The objective of this position is to provide Cyber support and services aligned to Leidos Airborne Solutions business requirements.

Primary Role

• Proactively manage and monitor cyber security threats to systems with Leidos Airborne Solutions
• Use available Cyber tools and processes to prevent, identity and respond to Cyber threats.
• Ensuring alignment with IT frameworks including ASD Essential Eight and ISM
• Communicate support actions, activities and schedules with all responsible parties in relation to jobs in progress and recorded in the ITIL software system.
• Attend regular team meetings.
• Provide Status updates to IT Management.

Secondary Role

• Receive and respond to incoming calls, and/or e-mails.
• Support other IT team members when required.
• Forecast and plan for future requirements.
• Deliver all project tasks on agreed time within agreed scope.
• Contribute ideas to assist the team in reaching its strategic objectives.

The Infrastructure Support Analyst would be responsible for the day-to-day administrative support of the Leidos Airborne Solutions environment, associated services, and applications.

The objective of this position is to provide IS support and services aligned to Leidos Airborne Solutions business requirements.

Primary Role

• Escalation and triage point for all incidents
• Provide operational checks of all error logs and successful backups. Apply remedial action or by delegation for any problems identified.
• Provide administrative support for server and backup infrastructure.
• Collaborate with IS staff and third parties to ensure efficient operation of Infrastructure
• Ensure IT compliance standards and frameworks are adhered to (ASD Essential 8, etc)
• Support BCP and DR initiatives.
• Communicate support actions, activities and schedules with all responsible parties in relation to jobs in progress and recorded in the Helpdesk software system.
• Comply with full change management process and procedures.
• Maintain change control documentation and standards.

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)

Due to continued growth within our team, we have multiple roles across Australia. Working as a Desktop Support Engineer you will be responsible for the provision of all aspects of Desktop Services to a key Datacom customer. Aligned to our customers business requirements, we provide tailored maintenance services, hardware and software break/fix support, remote support, software deployment and relocation services.

The location for this role is on customer site in the Brisbane area. To be eligible for this role you must be an Australian Citizen and able to obtain an AGSVA Baseline clearance. 

What you’ll do

At the moment, as Desktop Support Engineer you will be focused on:

• Providing excellent technical support in a high-paced environment where customer satisfaction is paramount
• Assisting new users with their IT hardware collection and setup.
• Ensuring new equipment, such as Laptops and Mobile phones, are up to date and deployment ready prior to release to customers
• Recording all customer contacts in the appropriate ITSM tool
• Keeping customers updated with regards to their tickets
• Using tools and processes to deliver services to customers in accordance with SLAs
• Proactively manage and maintain customer infrastructure as directed
• Initiate and drive service and process improvement
• Follow best practice methodologies and adhere to recognised ITIL processes (EG: Change/release)

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

What you’ll bring

To be successful in this role, you will have demonstrated the following:

• Exceptional customer experience with regard to end user services
• The ability to prioritise work to ensure achievement of all service level agreements
• Sound knowledge of Laptops, Desktop PC's, printers, media and audio-visual equipment and mobility devices
• You will bring excellent verbal and written communication and have the ability to articulate technical information to the target audience. Your professional customer service will be second to none, and you will have the ability to work autonomously with excellent time management.

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.