About the role
This is a full time role reporting to the Managing Director where you will play a key role in maintaining PCA's internal IT environment and developing the operational effectiveness of our managed IT services. This is a hands-on position requiring strong technical capability, a customer-focused approach, the ability to develop an MSP team and operate to agreed service standards. You will act as a key point of coordination between PCA customers and technology suppliers, ensuring IT incidents are resolved efficiently, systems remain secure and service delivery meets business expectations.
Key responsibilities
Administer and maintain user accounts, permissions, devices and access controls
Support Windows desktop and server environments, business applications, Microsoft 365 and collaboration platforms including SharePoint
Maintain and support server, cloud, storage and virtualisation services within the IT environment
Monitor system performance, availability, capacity and alerts, investigating and resolving technical issues
Coordinate system patching, upgrades, software deployment, endpoint protection and technology lifecycle maintenance
Support backup, recovery and business continuity processes
Provide hands-on technical support for hardware, software, connectivity, user access and application issues
Establish, coordinate and manage PCA's MSP service delivery capability
Manage day-to-day MSP performance against agreed service-level agreements (SLAs), response times, resolution targets and contractual obligations
Monitor service desk queues, incidents, requests, unresolved tickets and recurring technical problems
About you
Demonstrated experience in IT support, systems administration or IT operations
Experience coordinating or managing an MSP or external IT service provider
An understanding of SLAs, service desk operations, incident escalation and service performance reporting
Practical experience supporting Windows environments, Microsoft 365 and common business applications
Experience administering user accounts, permissions, endpoint devices and identity services
Strong troubleshooting skills across hardware, software, applications, access and connectivity
Knowledge of IT security, patching, endpoint protection, backups and access management
Strong organisational skills and the ability to manage competing priorities
Excellent communication and customer service skills
The ability to work autonomously while collaborating with customers, technical teams and external providers
About us
Project Communications Australia specialises in integrating communications technology and infrastructure to provide turnkey solutions for the Mining, Oil & Gas, Infrastructure and Renewables industries. Our vision is to be the preferred partner for communications solutions for the Oil & Gas, Construction and Mining industries. We are committed to delivering reliable, innovative solutions and exceptional customer service in both local and remote operating environments.