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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT service management, including managing IT systems, leading teams, and ensuring compliance with service level agreements. Proficient in Microsoft products, network administration, and security solutions, with a strong focus on customer service and operational efficiency.
Highest-signal resume keywords
ITIL Service ManagementManageEngine ServiceDesk PlusMicrosoft 365 AdministrationNetwork AdministrationTeam Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT SupportInfrastructure ManagementSecurity ToolingIncident ResolutionDocumentation CreationBackup and RecoveryActive Directory AdministrationService Desk ProcessesPerformance MonitoringTechnical Procedure Improvement
Soft Skills
Customer Service SkillsAnalytical SkillsProblem-Solving SkillsCoaching and MentoringCommunication Skills
Tools & Technologies
ManageEngine ServiceDesk PlusWindows ServerCitrixFirewallsAnti-Virus/EDRNetwork EquipmentMicrosoft TeamsBackup ApplicationsDisaster Recovery SolutionsIT Asset Management
Certifications & Qualifications
ITIL Foundation CertificationBachelor's Degree in Computer Science
Industry Keywords
Service ManagementConstructionManufacturingComplianceData Protection
Tech Stack
Tools & technologiesCitrixFirewalls
About the role
Key responsibilities & impact- Lead and manage one Taiwan-based IT Systems Administrator
- Set objectives, conduct 1:1s and performance reviews, approve leave, and manage regional coverage
- Allocate and prioritise workload across incidents, service requests, and projects
- Coach team members and identify skills gaps and development plans
- Maintain handover and coverage across the Australia–Taiwan time difference
- Own the regional ManageEngine ServiceDesk Plus queue and monitor SLA performance
- Resolve escalated incidents and fix-for-fail issues
- Develop, agree, maintain, and report on structured IT Service Level Agreements
- Drive adoption of the Global Service Desk, self-service, and knowledge base
- Coordinate regional major incidents, including communication, escalation, and post-incident review
- Maintain, support, and secure servers, desktops, laptops, networks, and regional IT systems
- Administer Active Directory, Microsoft 365, Teams, licences, and joiner/mover/leaver processing
- Administer switches, routers, firewalls, servers, and other network equipment
- Manage security solutions, hardware/software upgrades, backups, recovery, and disaster recovery testing
- Maintain the IT asset register and align Active Directory hardware records
- Create and maintain IT incident, service, process, and procedure documentation
- Identify and recommend technology and process improvements
- Manage operational relationships with regional suppliers and third-party support partners
- Prepare specifications, obtain quotations, recommend regional IT spend, and track consumption without budget authority
- Support compliance, data protection, security, finance audits, and disaster recovery activities
- Ensure privileged changes are logged and reviewed
- Maintain working relationships with internal teams and suppliers to ensure services are supported effectively
Requirements
What you’ll need- Experience leading or supervising IT staff, including remote or cross-border team members
- Five or more years’ experience in IT support or infrastructure
- At least one to two years at senior or lead level
- Good understanding of service desk processes and operations, ideally ManageEngine ServiceDesk Plus
- Working knowledge of ITIL service management; ITIL Foundation (or higher) certification
- In-depth knowledge of Microsoft products, including Windows Server, Microsoft 365, and network administration
- Experience maintaining security tooling, including firewalls, anti-virus/EDR, and intrusion detection
- Experience with front-line and escalated service desk activity and resolving complex functional and technical issues
- Understanding of business practices in construction, service management, or manufacturing environments
- Business-fluent written and spoken English; additional regional languages advantageous
- Strong customer focus and customer service skills
- Strong analytical and problem-solving skills
- Bachelor’s degree (B.A. or B.S.) in Computer Science or related field, or equivalent training and experience
- Ability to read, analyse, apply, and improve technical procedures
- University degree in computing
- Experience with Citrix, backup and recovery applications, and multi-country compliance and audit activity
- Supplier/partner operational management experience in outsourced/third-party support
- Willingness to flex working hours for planned out-of-hours activities
Benefits
Comp & perks- Remote work designation in the header, subject to primarily office-based local policy
- Opportunity to attend relevant industry forums and conferences
- Some travel within Australia and occasional global/APAC travel