ICT Support Officer
Hobart
Operations – ICT /
Full-time /
On-site
At Procreate we're dedicated to making exceptional creative tools by combining beautiful user experiences with high performance engineering. Used by millions around the globe, Procreate is committed to placing more power in the hands of creatives.
We’re in an exciting phase of growth and are looking for an ICT Support Officer to be based in Hobart, Tasmania. You’ll be responsible for general support with an opportunity to pick up additional responsibilities, especially as the demand for ICT support and infrastructure scales.
Who we are
One of the driving factors behind Procreate’s success is our close-knit teamwork. We believe the key to invention is the open flow of ideas and collaboration — revelling in the creative process and taking the time to hone our craft. Together we’re dedicated to building creative software that is powerful, accessible, and intuitive. We’re not afraid to rethink, iterate and persist until we genuinely believe in our work.
At Procreate we’re a rare breed of driven people from all over the world. Each of us brings something special to the table, through our unique backgrounds and experience. Every day we inspire each other to continue our relentless pursuit, passion, and hunger to produce the highest quality work, while remaining humble in our achievements.
Co-founded by James and Alanna Cuda in 2011, Procreate has remained independent and self-funded for over 10 years. Since its launch, Procreate has been loved by millions around the world, received two coveted Apple Design Awards, and been the best-selling app on iPad for the past six years running. In 2018, Procreate Pocket also received an iPhone app of the year award. In 2023, an all new animation app Procreate Dreams was released.
The role
Our ICT Department sits within the Operations business unit. You'll report directly to the ICT Manager, Graeme Paxton.
In this role you’ll work closely with members across all departments for ICT onboarding or any other software/hardware related ICT needs. On a day-to-day basis, you’ll field support tickets, manage and track hardware, and oversee software licenses and authorisations. As the demand for ICT support and infrastructure scales, you'll pick up additional responsibilities where possible.
Role Benefits
We invest in you
Every employee at Procreate receives an individual training budget to help them grow personally and professionally. And because transparency matters, the whole company is included in the coming year’s plans and strategies at our annual off-site company meet.
Time to reset, recharge and look after yourself
Australia already has some of the most generous annual leave provisions in the world at a mandated 4 weeks per year. We also offer you extended parental leave, an extra 5 Mental Health Days per year, plus an Employee Assistance Program open to you and your family members.
Everything you need to do your best work
We’ll provide you with all the hardware and software you need, including a fully adjustable desk set up for your way of working. But it’s the personalised professional support, and growth and development opportunities we think will really help you fly.
What you'll do
- Support for a rapidly growing tech business. You’ll become the point person for all support requests across the company. You’ll handle issues including login credentials, license maintenance and approval, hardware/software installation and verification and general ICT troubleshooting. Your work will allow our current ICT team to spend more time on ICT strategy and project management.
- Updating and maintaining a hardware register. As Procreate scales, our technical inventory grows and becomes more complex. In this role, you’ll take responsibility for updating and maintaining an accurate and detailed register of technical equipment across the entire business.
- Creating guidelines and documentation. You’ll create general purpose guidelines and documentation for common and routine technical tasks across the business. This work will streamline support allowing focus to be directed to more complex and unique technical problems.
- Moving to increased support volume and systems administration. As you grow in this role and develop proficiency in your responsibilities, you’ll have the opportunity to work with our current ICT team lead on larger systems administration issues including server management and cyber security.
Skills
- Ability to problem solve and think laterally. As the first contact for ICT support, you’ll apply a broad understanding of our technical landscape to troubleshoot and find solutions. You're excited by the diversity of challenges and find enjoyment in navigating a level of unpredictability.
- You support others with care and effective communication. You build genuine relationships with people in the business and understand how your role enables everyone to do their best work. You communicate effectively and can adapt the level of technical communication based on your audience.
- Familiarity with Apple and MacOS. We work with Apple hardware and prefer Apple platforms like Apple Business Manager. Any experience you’ve had in similar environments would serve you well. We are also using Slack, Microsoft 365, Kandji MDM, Zendesk, Front, Webex, Notion, Asana and a range of other enterprise software. Understanding how these platforms integrate with each other to allow workflow efficiency is a large part of the role.
- You’re an efficient operator of time and projects. Given the reactive nature of delivering support, you are proactive in developing a triage system to get through your tasks efficiently. You keep others posted on your timelines for resolving issues and you’re able to set realistic expectations for yourself and others.
in 1-3 months you will...
- Complete our onboarding process and become familiar with your colleagues and our workplace culture and tech stack.
- Begin updating our hardware register to ensure that we can accurately and precisely track all of our equipment.
- Respond to all support tickets across the business in a timely and efficient manner.
in 3-6 months you will...
- Have developed good working relationships across the business as well as an understanding of our ICT landscape and user needs.
- Begin to form ideas and suggestions for ways to improve and streamline the delivery of ICT support across all departments.
- Perform regular maintenance across both our hardware and software platforms to ensure that people have what they need to succeed.
in 6-12 months you will...
- Have ensured consistent and effective support and be cooperating with our existing ICT team lead to work on larger systems administration issues.
- Pick up increased support volume and tasks as ICT needs scale with the business.
We want to hear from you
Our recruitment process is made to provide you with opportunities for you to show us what you're capable of, instead of assessing you solely on your CV. We’d love to hear about how you see yourself contributing to Procreate in this role.
Please note, we do not operate remote or hybrid models. We're looking for full-time and on-site employees for our Hobart office.
Apply now to be considered for the role!
