IT Technician - Level 1

About DRA Global

DRA Global Limited (DRA or the Company) is an international multi-disciplinary engineering, project delivery and operations management group, predominantly focused on the mining, minerals and metals industry. The Group has an extensive track record spanning four decades across a wide range of commodities.

DRA’s teams have deep expertise in the mining, minerals and metals processing industries, as well as related non-process infrastructure such as, water, and energy solutions. DRA covers all major mining centres with offices across Africa and the Middle East, North and South America, and Asia-Pacific.

About the Role

IT Technician - Level 1

Reporting to the Desktop Support Lead you will provide frontline technical support and assistance to end-users, troubleshoot hardware and software issues, install and maintain IT equipment ensuring the smooth operation of IT systems to support daily operations across the APAC region.

The role is offered on a full-time permanent basis at our Brisbane CBD office.

Key duties

• Provide first-level technical support to end-users via phone, email, or in person, resolving hardware, software, and network issues promptly and effectively
• Troubleshoot desktops, laptops, printers, peripherals, and mobile devices to diagnose and resolve technical problems
• Escalate complex issues to higher-level support teams or vendors as necessary, ensuring timely resolution and minimal disruption to operations
• Install, configure, and deploy desktop computers, laptops, software applications, and peripheral devices according to company standards and procedures
• Conduct hardware upgrades, replacements, and repairs as needed, ensuring compatibility and functionality with existing systems and network infrastructure
• Perform routine maintenance tasks, including system updates, patches, and upgrades, to ensure optimal performance and security of IT equipment and systems
• Monitor system alerts and notifications, proactively identifying potential issues and implementing corrective actions to prevent downtime and service interruptions
• Maintain accurate records of IT equipment, software licenses, and inventory levels, ensuring compliance with asset management policies and procedures
• Assist in implementing and enforcing IT security policies, procedures, and protocols to protect data, systems, and network infrastructure from unauthorized access and cyber threats 

 You will have

• Qualifications in a relevant field
• 3 years’ + experience in providing technical support and troubleshooting in an IT helpdesk or support environment
• Experience working with Engineering/CAD software - Advantageous
• Knowledge of desktop operating systems, productivity software, and basic networking concepts
• Understanding of Microsoft 365 Suite (Entra, Intune, Exchange) - Advantageous 
• CompTIA A+ IT Certification - Advantageous
• CompTIA Network+ IT Certification - Advantageous
• Microsoft 365 Fundamentals (MS-900) IT Certification - Advantageous
• The ITIL V4 Foundation IT certification - Advantageous
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users
• Customer-focused mindset with a commitment to delivering high-quality service and support to end-users

Here at DRA, we offer

• Competitive and above market salary packages with regular market analysis
• Flexible start and finish times allowing for great work life balance
• A fresh modern office with great end of trip facilities
• Access to salary packaging benefits
• A collaborative and supportive team environment with the tools to succeed

We value diversity and the benefits it brings to achieving our objectives, enhancing our reputation, and attracting, engaging, and retaining talented people. We welcome applications from all backgrounds regardless of gender, age, disability, and ethnicity, including Aboriginal and Torres Strait Islanders.

Our commitment to equal opportunities and a diverse workplace is embodied in our values of People, Safety, Trust, Integrity, Excellence, and Courage.