IT Service Desk & Remote Systems Administrator (024-1429)

• Provide Level 1–3 remote technical support for users across all branches.
• Log, prioritise, investigate, resolve and document incidents and service requests in the IT service management platform.
• Troubleshoot workstations, mobile devices, printers, conferencing systems, connectivity, software and user access.
• Escalate complex issues to vendors or specialist teams and communicate progress clearly to affected users.
• Provide practical user guidance and training and minimise disruption to business operations.
  

• Administer and support Windows Server, Active Directory, Group Policy, DNS, Microsoft Entra ID, Microsoft 365, SharePoint and Azure services.
• Manage accounts, permissions, device configuration, patching, system updates and performance monitoring.
• Support endpoint deployment and management, network equipment, firewalls, switches, routers and branch connectivity.
• Assist with infrastructure changes, equipment lifecycle management and maintenance of accurate asset records.

• Support dealership management and enterprise applications used in machinery sales, parts inventory, workshop servicing, warranty administration and customer management.
• Investigate application errors, authentication and access issues, data synchronisation failures and integrations between systems.
• Provide operational support for Microsoft Dynamics 365 ERP/CRM and related business applications, within agreed support responsibilities.
• Assist users of manufacturer-specific dealer portals, electronic parts catalogues, diagnostic software and workshop applications where deployed.
• Coordinate incidents and problem resolution with software vendors, original equipment manufacturer (OEM) support teams and internal business process owners.
• Assist with application upgrades, user acceptance testing, rollout, knowledge articles and end-user training.
• Develop sufficient understanding of sales, parts, service and workshop workflows to distinguish system defects from configuration, data or process issues.
• Support application administration and troubleshooting without assuming ownership of ERP functional configuration, financial processes or application development.

• Administer and monitor endpoint security and approved cybersecurity tools, escalating alerts and incidents appropriately.
• Support patch management, identity and access controls, data protection, backup monitoring and recovery testing.
• Maintain licensing compliance and follow internal security, change management and IT policies.
• Identify operational and security risks and recommend practical mitigation actions.

• Maintain accurate system configurations, support procedures, knowledge articles and technical documentation.
• Identify recurring incidents and propose root-cause fixes, process improvements or suitable automation.
• Assist with workflow improvements using approved technologies, including Microsoft Power Platform where appropriate.
• Contribute to projects and system changes led by the Head of Group IT.

• Build productive relationships with branch staff, colleagues, suppliers and service providers.
• Communicate clearly, manage competing priorities and take ownership of assigned work.
• Maintain confidentiality and demonstrate a professional, service-oriented approach.
• Continue developing technical and business application knowledge relevant to the organisation.

• Timely resolution and effective escalation of service requests and incidents.
• Reliable access to business-critical systems and applications across branches.
• Accurate diagnosis, documentation and vendor coordination for application incidents.
• Secure, stable infrastructure with effective patching, monitoring and access administration.
• Reduced recurring issues through documented fixes and automation.
• Positive stakeholder feedback and accurate technical and asset records.

Core Competencies & Role Requirements

Minimum three years in IT support or systems administration

Microsoft 365, Windows Server, Active Directory and Entra ID

Remote troubleshooting, networking and endpoint support

ITSM, incident management and vendor escalation

Enterprise business application support and troubleshooting

Cybersecurity, endpoint protection and backup fundamentals

Analytical problem solving, communication and customer service

ERP/CRM platforms and business process understanding

Dealership, parts, service or workshop systems experience

Agricultural machinery OEM portals and diagnostic software

Dynamics 365, SQL and application integrations

PowerShell, Power Automate or similar automation

Relevant tertiary IT qualification and Fortinet certification

• Follow applicable WHS&E policies, procedures and safe working practices.
• Take reasonable care for personal and others’ safety and promptly report incidents and hazards.
• Participate in required training, risk assessments, inspections and safety improvement activities.

This is a remote role that will be set up as an independent contractor engagement.

To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)