IT Support Analyst at Arup

The role 

We’re looking for an IT support analyst to be the front-door to technology services to the rest of the organisation. You will help to increase business productivity by taking a customer-focused, proactive and collaborative approach to anticipating and resolving technology issues. You will provide support and technical expertise to a range of issues relating to hardware, software, peripherals and projects.

Working under the guidance of the local service lead, you will be part of a larger team that provides customer-focused digital services to Arup globally. This is a full time, level 2 support role in a typical IT support infrastructure, with a business-focused mindset.

We provide opportunities for all our people to develop their skills, along with challenging and innovative work in an environment that allows individuals to flourish. We believe in continuous learning; providing a culture that is naturally curious and always stimulating. One that promotes self-discovery and allows people time to be creative.   

“I enjoy the variety of my role - no two days are the same. One day I might be reassuring a nervous presenter minutes before they present to hundreds of colleagues via a live stream. The next day I might be trying to fix a laptop remotely with a colleague who has a looming deadline or showing them how to get the most out of the latest digital tools.”
Caitlin, Brisbane

You should apply if:

• You are passionate about helping people get the most out of technology

• You are excited by the opportunity to learn new things

• You value career progression and are open to new opportunities

Responsibilities of the role include

• Acting as client liaison for all Digital Technology-related requests from staff, being first line of engagement to understand and address issues and needs around desktop (Windows, Microsoft 365 etc.) and infrastructure (compute, storage, network, cloud services, enterprise systems, cybersecurity, etc.), engaging and escalating to other Digital Technology teams as needed 

• Providing value added services to the business, working together with the leadership team to drive technology and help transform business activities 

• Configuring, deploying, maintaining, troubleshooting and supporting workstations, laptops, printers, mobile devices, phones and other computer and telecoms equipment 

• Solving problems associated with hardware (PCs, Macs, mobile, etc.), software, and services (video conferencing, remote access, etc.) determining the source of problems and classifying their level, priority and nature, and escalating when required

• Helping with a range of office-based technology needs – installations, moves, changes, etc. that involve staff requirements and infrastructure needs, working collaboratively with other DT service teams 

• Responding to, documenting and resolving service tickets in a timely manner according to an agreed service level 

• Documenting procedures, standards, best practices configurations, settings, installation sequences and back-out instructions 

• Ensuring ITIL/service management policies and procedures are adhered to

• Helping the software asset management team to maintain applications (license management and version control) 

• Helping with communications and training to clients around technical change

• Playing an active part in our team - helping to build an inclusive environment, sharing your knowledge and promoting best technology practices with colleagues

Some of the technology you could expect to support includes:

• Personal computing (HP, Mac, etc.) 

• Mobile computing (iPhone, iPad, Samsung etc. depending on office or regional policy)

• Microsoft Windows Operating System, Mac OSx (limited) 

• Microsoft 365 and associated services (i.e. OneDrive for Business, MS Teams, etc.) 

• Cloud based solutions (Azure, AWS, etc.) 

• Video conferencing hardware/software based on global standards 

• Office printers and copiers (these vary depending on office or regional policy)

Requirements and skills

Essential Skills and Knowledge:

• A desire to learn, you should have a track record of developing your technical knowledge and applying new skills in a high paced environment 

• Good analytical skills, with ability to solve problems and openness in sharing your knowledge and thinking with others 

• Experience of ServiceNow or similar IT service management systems

Desirable

• Some experience working in a regional or global organisation (ideally professional services) providing desktop support services in a Microsoft environment

• Familiarity with MS Teams and Microsoft 365

• Familiarity with technical software solutions from providers such as Autodesk, Bentley and Trimble

• Familiarity with software solutions from providers such as Adobe, Bluebeam, Cisco and Symantec

Required behaviours:

• Passion for diversity, recognizing the innovation and competitive edge that comes from a diverse highly skilled team where equal opportunities are truly valued

• Collaborative, consultative and effective in a consensus-based decision-making culture

• High energy, motivated, open-minded and willing to embrace innovation and new technology

• Written and verbal communication skills; communicating to all levels within an organization

• Continually exercises thought and judgment to determine the most appropriate actionInterpersonal skills and the ability to develop and maintain relationships with representatives from various organisational offices and levels

• Strong attention to detail

Please don’t be discouraged if you don’t meet every point above – if you meet most, and are strongly motivated by the role, and willing to learn, we are still interested in hearing from you

Education

• Desire or working towards technical certification in Information Technology

Shape your time with us

Our goal is to shape a better world. And to do that, we need to make Arup a phenomenal place to work for everyone. If we want to solve problems for people around the world, we must seek and attract the best people from the widest talent pool and create an environment that supports and includes them. We aim to encourage a culture where people can be themselves and be valued for their contribution. This includes people with disabilities, so please discuss any adjustments that you may require throughout the selection and assessment process with your recruitment contact.

At Arup, you’ll be a welcomed member of the team with opportunities to participate in cultural and social events with the local community (e.g. as a STEM ambassador) or by joining one of our staff networks for women, culture or LGBT+ people. You’ll have access to a range of flexible working options – whether you’re a parent, a carer, a student, or just have a busy lifestyle - we recognise it’s not always easy to commit to standard working hours so if you're interested in flexible working, please let us know when you apply, and we'll discuss how this could work in your role.