Help Desk/IT Support Officer

About the role

As an IT Helpdesk Support Officer, you will be responsible for delivering responsive, practical and customer-focused IT support across the business.

Why Redpath Mining?

This is an opportunity to join a team where you can build on your technical capabilities while working across a broad range of systems, projects and operational environments.

You will enjoy variety in your day-to-day work, from troubleshooting and end-user support through to site visits, system upgrades and IT projects. You will work closely with local and global IT teams and have the opportunity to contribute ideas that improve the way technology supports the business.

Safety is at the heart of how we operate, and you will be expected to demonstrate Redpath's commitment to Safety - First, Last and Always.

If you're an IT support professional who enjoys solving challenging problems, delivering great service and continually looking for better ways of doing things, we'd like to hear from you.

Apply now to join the Redpath Mining team.

Your key responsibilities will include

• Responding to and resolving Level 1 and Level 2 helpdesk incidents and service requests
• Investigating, troubleshooting and resolving complex technical issues across multiple technology streams
• Creating, managing, updating and routing IT tickets across local and global support teams
• Installing, rebuilding and configuring computers, hardware, peripherals, applications and related services
• Supporting Microsoft 365 environments, user accounts, security permissions and applications
• Deploying and supporting mobile devices, including Android and iOS
• Collaborating with platform and infrastructure teams to deliver and support IT solutions
• Completing site visits for mobilisations, demobilisations, system rollouts, upgrades and general IT support
• Monitoring systems, applications, scheduled processes and backups, and assisting with security monitoring
• Supporting hardware and software recovery and coordinating outcomes with impacted users
• Applying operating system patches, upgrades and configuration changes
• Assisting with performance monitoring, capacity planning, hardware upgrades and resource optimisation
• Creating and maintaining clear procedures, technical documentation and end-user guides
• Providing training and support to employees when new systems, hardware or applications are introduced
• Supporting the administration of local and global applications and services
• Contributing to IT projects, continuous improvement initiatives and opportunities for automation
• Providing consistently high-quality customer service to internal and external stakeholders
• Ensuring all work is completed in accordance with Redpath's Management Systems, safety requirements and relevant statutory regulations

About you

You are an experienced IT support professional who combines strong technical troubleshooting skills with excellent customer service. You are comfortable working independently, collaborating with a broader IT team and supporting users across remote and varied locations.

To be successful in this position, you will ideally have:

Ideally 4+ years' experience in a Level 1/2 IT Helpdesk or Technical Support role within a medium to large enterprise environment

Demonstrated experience supporting and administering Microsoft 365, including Entra, Intune, Exchange Online and Microsoft 365 Admin

Experience deploying and supporting Android and iOS mobile devices

Experience using ITSM platforms such as ServiceNow

Strong troubleshooting skills and the ability to confidently triage and resolve complex IT issues

Excellent documentation skills, with the ability to develop clear and comprehensive technical and end-user procedures

Experience managing small to medium IT projects and reporting progress to management

Strong customer service and stakeholder management skills

The ability to support users across remote and varied locations

The ability to work both autonomously and collaboratively as part of a team

Strong problem-solving skills and the ability to adapt to changing priorities

A proactive approach to continuous improvement and finding innovative solutions

Excellent written and verbal communication skills with a high level of attention to detail

A valid manual driver's license and your own transport

Experience with Windows Server, VMware, Juniper and Nuclias (D-Link) will be highly regarded, as will ITIL, MCSA or similar industry certifications.