IT Operations Support Lead at Hipages

Finance & Operations, Sydney sydney support finance
Posted 24 days ago

hi, we’re hipages Group.

We create effortless solutions that help tradies streamline and grow their businesses and delight their customers. The two products in the group are hipages, Australia's largest online tradie marketplace, where our team gets to help shape the on-demand tradie economy and Tradiecore, a SAAS product helping tradies optimise their businesses. 

Over 3 million Australians have used hipages where a home improvement job is posted every 20 seconds! Our purpose of transforming the trade industry, creating better lives for everyone drives our curious, creative and energised team to achieve this.

How you will make an impact:

As an IT Operations Support Lead, you will be responsible for providing support leadership across all hipages’ internal operational systems and infrastructure (excluding Product-related technologies) to ensure safe and efficient operations. This hands-on role will include providing day-to-day help desk user support and troubleshooting, as well as managing other IT Operations tasks such as patch management, telephony platform support, hardware and software maintenance. In addition to these BAU responsibilities you will be the direct point of escalation for other members of the support team and the business.

You will be expected to have a firm grasp of service expectations and work to ensure team SLA’s and KPI’s are met. Service reporting and performance will be communicated into the IT Operations Manager who you will meet with frequently.

How you will add value:

  • Provide a point of escalation for other members of the support team.
  • Act as a point of escalation for the business representing the IT Operations support function.
  • Provision of support to our staff across multiple sites in accordance with service standards.
  • Ensure reported requests are logged via the IT ticketing system, implement corrective action and follow up escalated issues to ensure a successful resolution is achieved.
  • Conduct remote and in-person onsite troubleshooting across reported general IT issues involving hardware, software, networks, peripherals and provide assistance to users with applications in the Google Workspace suite. 
  • Setup and maintenance of hardware including desktops, laptops, Macbooks, printers and other office equipment / meeting room technology

The successful candidate would be required to work after hours including providing weekend support ad-hoc based on business needs.

About You:

  • A minimum 3 years’ experience as a Level 2 Support Engineer.
  • Hands-on experience with Windows and Mac environments.
  • Excellent knowledge of Google Workspace applications.
  • Sound knowledge of common networking practices including cabling, IP addressing and troubleshooting.
  • Advanced knowledge of ticketing systems, FreshService exposure is highly regarded.

Take a look inside our home:

  • A close-knit diverse family of bright, respectful, collaborative members who love to solve problems and jump on new opportunities;
  • High-touch personalised investment in your continuous career development;
  • Agile cross-functional teams who value teamwork - from Hackathon to team off-sites, to Product roadshows, you get to experience it all;
  • Competitive salary and benefits, plus equity via our Employee Share Program, we’re all owners of hipages and other great perks such as 14 weeks paid parental leave;
  • Daily bottomless continental breakfast, fresh fruit and snacks;
  • Inspiring office and location - based in the heart of Sydney CBD, only a few steps from Town Hall Station;
  • Remote work and flexible work (50/50) hybrid model;
  • Social connection focus: Friday socials, company parties and teaming activities - the best in town!

Sounds like you're home? Apply Now!

Innovation & Collaboration: are two important core values at hipages which both cannot be achieved successfully without a diverse and inclusive team. We don't expect you to be an expert in all areas and we are more interested in learning about you as a person, a team member and a leader. 

Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other minority groups tend to only apply when they check every box. So if you don't tick every single box above, but you think you would be a great fit for the role we encourage you to apply, we would LOVE to hear from you!