Urban Science

  • IT Operations Specialist - Infrastructure

    Location AU-VI-Melbourne
    Posted Date 2 weeks ago(2 weeks ago)
    Job ID
    # Positions
    IT Operations
  • Overview and Summary

    Urban Science is a business-solutions company focused on supporting the needs of the sales and marketing function of the automotive industry. We leverage a scientific methodology to help our client partner sell more vehicles, improve profitability and increase customer loyalty. And we do that by helping solve their toughest challenges including planning an optimal dealership network, improving individual dealer performance and efficiently converting sales leads into sales. In short, we guide business through science-and we’ve been doing this since 1977.


    The Specialist in Infrastructure provides local/regional support, with limited guidance, for the network infrastructure needs in internal and external IT systems or environments.

    Essential Duties and Responsibilities

    • Set up, configure and support the Local Area Network (LAN) and related equipment for assigned offices (regional or global).
    • Respond to requests to configure security setting and grant access permissions for internal staff.
    • Evaluate LAN performance data to ensure sufficient availability or speed, to identify network problems, or for disaster recovery purposes.
    • Actively monitor and respond to ticket requests via the SM Portal, ensuring adherence to SLAs (service level agreements).
    • Monitor server activity, respond to alerts regarding server capacity and functionality; remove old servers as needed.
    • Oversee the back-up process of all servers, file shares, email accounts and hosted data and respond to issues as needed; restore data and information as appropriate.
    • Install and maintain phone systems for offices in the Region, including moving phone locations and extensions and troubleshooting phone system problems.
    • Participate in the budgeting process for purchasing new equipment and help determine the necessity for purchase, including, computers, hard drives, phone equipment, hubs, switches and related technical equipment.
    • Manage the Wide Area Network connections, equipment and administration to ensure reliable client connectivity. 
    • Manage requests to access remote data and files, confirm requests are valid and ensure secure set up of remote access.
    • Install, repair and maintain network related hardware and coordinate with vendor(s) for hardware issues and to negotiate pricing.
    • Create and update network related technical documentation on the portal (SharePoint).
    • Provide hosting support for deployments by granting security permissions and access to requested temp folders.
    • Coach and train team members, ensuring instructions and rationale for work responsibilities is clearly explained and understood.
    • Stay updated on related technologies and make recommendations for hardware and software products to the team for review.
    • Travel to locations in the Region to perform network functions and address issues as needed.
    • Proactively communicates with upper management to provide updates and report issues in a timely manner.
    • Works with manager in completing own annual goal setting and performance review in a timely manner.
    • Participate in ad-hoc IT Operations related projects or assignments, as needed.

    Qualifications - Education and Experience

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • Documentation: Proficient in technical writing and documentation.
    • Technical Knowledge: Knowledge and experience with various technologies required for the specific role (i.e., LAN/WAN, storage and back-up software, Citrix).
    • Time Management: Ability to prioritize competing demands and manage multiple concurrent tasks.
    • Project Management: Basic understanding of project management principles and fundamentals.
    • Budgeting/Finance: Ability to gather cost information and assist in making cost estimates.
    • Verbal Communication: Ability to compose and verbally deliver information of varying levels, using appropriate grammar, tone, inflection and non-verbal cues, while also listening to and correctly deciphering verbal communication delivered by others.
    • Written Communication: Ability and capacity to communicate ideas, facts and data in writing using appropriate grammar, syntax and sentence structure. 
    • Analytical Thinking: Ability to understand a situation by breaking it apart into smaller pieces, and/or tracing the implications of a situation in a step-by-step causal way. 
    • Results Oriented: Ability to strive for optimal results by taking responsibility for timeliness, commitment to task and adherence to performance standards.
    • Ethics & Integrity: Ability to behave in a trustworthy & transparent manner.
    • Teamwork & Cooperation: Ability to work cooperatively with others and be part of a team.
    • Self-Control: Ability to keep emotions under control and to restrain from negative actions or behaviors. 
    • Information Seeking: Ability to gain a deeper understanding of work related issues or events by making a concerted effort to gather information and seek out development opportunities.
    • Initiative: Ability to go above and beyond in order to improve or enhance job results. 
    • Quality Control: Ability to monitor and check work related information and deliverables ensuring high quality and accuracy.
    • Customer Service: Ability to understand and help/assist both internal and external customers and meet their needs.
    • Flexibility/Adaptability: Ability to adapt to and work effectively within a variety of situations, individuals or groups, as well as understand and appreciate different and opposing perspectives.
    • Conceptual Thinking: Ability to understand a situation or problem by putting the different pieces together to see the bigger picture.
    • Interpersonal Understanding: Ability to understand other’s feelings and concerns, and to value individual differences in people.
    • Self-Confidence: Ability to express confidence in dealing with challenging circumstances, in reaching decisions or forming opinions and in handling failures or set-backs constructively. 
    • Organizational Commitment: Ability and willingness to align his/her own behavior with the needs, priorities and goals of the organization.


    • Must have a baccalaureate degree in a technical field (computer science, computer engineering, information technology, information systems, etc.) from an accredited U.S. college or university, or equivalent foreign institution. 
    • Must have a minimum of three years relevant work experience.
    • ITIL Certification required within 90 days of hire.

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    This description is intended to describe the type and level of work being performed by a person assigned to this position. It is NOT an exhaustive list of all duties and responsibilities required by a person so classified. The job may require additional hours beyond a traditional 40-hour workweek.


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