Purpose of the Job

The role of the Senior IT Support Lead is to be an escalation point for Aramex IT Support Personnel, ANZ end-users, customers and business partners through a variety of different tasks. These tasks will vary depending on the organisations and will require extensive knowledge of Aramex ANZ systems and its business model.

The Senior IT Support Lead will work in conjunction but not limited to the Head of D&T Support (Oceania), Regional Director OF D&T (Oceania), D&T Leadership, business leadership & support vendors.

The Senior IT Support Lead will provide escalation support and assistance to users internally and externally in technical support issues on Aramex Oceania systems. They will also need to understand Aramex Oceania business models and escalation processes. to better provide technical analysis and further problem solving into issues.

Job Description

• Lead & develop a team of IT Support Analysts
•  Develop and ensure consistency of IT service to all Stations in Aramex Oceania
• Provide technical assistance and guidance for Aramex ANZ systems for both internal and external users
•  Ensuring the support desk ticketing system is managed effectively and all tickets are responded to within a reasonable timeframe, in addition to all tickets which are on-hold are followed up and closed off
• Troubleshooting and maintaining all technology issues, this includes but not limited to;

o   Information Technology Services

o   Operational Technology Services

o   Any Aramex Oceania application or partnered application used by our customers

• Provide support for Management and configuration of different types of hardware and technologies in service in the fleet;
• Ensure asset registering of all hardware and software is up to date

Documentation and Processes 

It is vital that the Senior IT Support Analyst documents processes, how-to articles and manuals within Aramex ANZ internal (employee) and external (customer) knowledgebase.

Attitudes and Behaviours

•                After hours support may be required.

•                Excellent communication, both written and verbal.

•                High level understanding of the Aramex Oceania’s business and it’s systems.

•                Resilient to problems and challenges.

•                Ability to solve problems quickly with a high level of initiative taken.

•                Maintains consistent and professional work standards.

•                Flexibility to operate in a dynamic and changing work environment.

•                A positive attitude towards change and recognising that is continuous and ongoing.

•                Creative and lateral thinking.

•                High level of personal accountability.

•                Self-development in current trends and technologies.

•                Ability to be flexible with working times