In this role, you can

• Build positive and impactful relationships with customers.
• Join one of Australia’s fastest growing IT companies
• Enjoy flexibility and work-life balance
• Grow your career into a systems engineer
• Work in a small, friendly, collaborative team with access to skilled mentors

People with previous experience such as Service Desk Analyst or Support Analyst or any person with experience managing Microsoft servers, AD, exchange etc are encouraged to apply.

About Hastwell

We’ve been specialising in networking, security and unified communications since 2009 and are known for our expertise in deploying modern technologies. We partner with organisations across a range of sectors including government, not-for-profit, defence, corporate and education. Our team consists of 20 sales and technical specialists based in Adelaide and Brisbane. Hastwell ranked 11th in the latest CRN Fast50 list which recognises the fastest growing IT companies in Australia. Our clients appreciate our proactive and agile approach to everything we do. Our high staff and client retention rates demonstrate our commitment to building long-term mutually beneficial relationships.

Our Culture

For more on our culture, watch our short presentation;

About the Role

Service Desk Analysts are the initial contact point for many Hastwell customers. They are seen as the face of Hastwell and the primary reference point for customer interaction. Therefore, customer service is central this role ensuring that customers having a calming, clear, logical and technically valuable experience when contacting the service desk. The Service Desk analyst is responsible for managing incoming contact via phone and email and ensuring these are effectively handled, triaged, logged and resolved or escalated within SLA’s, KPIs and customer expectations.
As a joint role, you will also provide some technical solutions in a Level 2 support function. A Level 2 Support Analyst delivers outstanding technical solutions that are well designed to meet a customers business needs. This is backed up with professional documentation and communication that assists internal and external stakeholders to understand technical concepts. Support Analysts maintain technology systems and ensure the continued and effective operations of those systems.

Duties

The following identified key elements of this role. A further detailed position description is available during the recruitment process;

• Build and promote strong, long-lasting customer relationships
• Own and be responsible for outstanding responsiveness to incoming contact from customers.
• Deliver quality technical solutions and services to customers
• Be thorough tenacious in the resolution of technical issues
• Provide support to our customers, ensuring SLA targets are achieved and customer expectations are met
• Maintain ownership of incidents and requests that are with the service desk
• Create and maintain documentation including technical documentation, service management reports and internal process documentation.
• Maintain technical environments in alignment with Managed Services agreements
• Maintain an ongoing understanding of customer technical environments.
• Maintain up-to-date records of work including timesheets and ITSM tickets in an ITIL-aligned framework.
• Manage and collaborate with third party suppliers
• Deliver quality technical solutions and services to customers
• Provide 24×7 on-call services in accordance with the on-call roster and procedures.
• Maintain up-to-date certifications and knowledge as well as increasing certifications and knowledge
• Collaborate and assist with Service Improvement Plans, increasing efficiency and other service improvement initiatives.

Skills and Experience

Some things we’re looking for in selecting a person to join the Hastwell family in this role include;

• Tenacious in the resolution of technical issues
• Outstanding customer service. Goes above and beyond
• Thinks outside the box but strongly respects process
• Highly organised with strong ticket management
• Passion for technology
• Passion for learning
• A strong desire to serve others

Benefits

• Inclusive team where everyone has a voice
• Work with exciting new technologies
• Defined career development plan with paid training
• Access to skilled mentors who will assist with career growth
• Flexible hours and work-life balance
• On-site gym
• Family-oriented culture with weekly team events
• Inclusive quarterly team celebrations and weekly team social gatherings
• Well defined position descriptions, KPIs and accountability

How To Apply

Contact General Manager Shawn Donaldson directly on 0423 233 649 for a confidential discussion.

Join us, in the role of Project Manager

• Manage projects and teams to improve our customer IT environments
• Join one of Australia’s fastest growing IT companies
• Enjoy flexibility and work-life balance

People with previous experience such as Project Manager, Project Coordinator, Service Delivery Manager, Service Desk Team Leader or Senior Service Desk Analyst are encouraged to apply.

About Hastwell

We’ve been specialising in networking, security and unified communications since 2009 and are known for our expertise in deploying modern technologies. We partner with organisations across a range of sectors including government, not-for-profit, defence, corporate and education. Our team consists of 20 sales and technical specialists based in Adelaide and Brisbane. Hastwell ranked 11th in the latest CRN Fast50 list which recognises the fastest growing IT companies in Australia. Our clients appreciate our proactive and agile approach to everything we do. Our high staff and client retention rates demonstrate our commitment to building long-term mutually beneficial relationships.

Our Culture

For more on our culture, watch our short presentation;

About the Role

The Project Manager (PM) is a key role responsible for managing the delivery of projects to our clients and the utilisation of technical staff to fulfill those services. Combining structure within our Project Management Framework (PMF) with innovation, reporting and outstanding customer advocacy, the PM is responsible for the delivery and continuous improvement of our project capabilities. The PM is the primary escalation point for any project issues and single owner for the outcome of all projects.

Duties

The following identified key elements of this role. A further detailed position description is available during the recruitment process;

• Build and promote strong, long-lasting customer relationships at multiple levels
• Lead the operations team to deliver on agreed outcomes, budgets, timelines and customer expectations on projects
• Manage escalations
• Build and present project reports encompassing technical data, timelines and schedule, budget, risks and dependencies.
• Conduct formal and informal meetings with customers, vendors, partners and technical staff
• Ensure all projects are delivered in alignment with Hastwell’s Project Management Framework (PMF)
• Ensure alignment between technical staff capabilities and customer requirements.
• Own and manage project related risks.
• Continually improve project delivery.
• Assist with scoping, quoting and invoicing of projects
• Create and maintain a project plans including milestones, tasks, due dates, dependencies, risks, engineers, costs, budget performance and status.

Skills and Experience

Some things we’re looking for in selecting a person to join the Hastwell family in this role include;

• Excellent communication, leadership and negotiation skills
• The ability to build and maintain working relationships and lead a team
• A team-focused approach and a ‘can do’ attitude
• Highly organised person who is passionate about structure
• Conscientious in managing risk
• Excellent communication skills – both written and verbal
• Ability to manage complex competing priorities
• High level understanding of IT systems, particularly in Network, Security and UC
• 5+ years in the IT industry or a PM role
• Strong problem solving and negotiating skills

Benefits

• Inclusive team where everyone has a voice
• Work with exciting new technologies
• Flexible hours and work-life balance
• On-site gym
• Family-oriented culture with weekly team events
• Inclusive quarterly team celebrations and weekly team social gatherings
• Well defined position descriptions, KPIs and accountability

How To Apply

Contact General Manager Shawn Donaldson directly on 0423 233 649 for a confidential discussion.

Sabah is a Senior Systems Engineer within Hastwell’s Network and Security Team. He has extensive experience over nearly 20 years in the network space in both large and small environments in banking and telecommunications sectors.

He outstanding technical skills across a range of technologies including Juniper, Cisco, Palo Alto (including Next Gen) and F5. Sabahs certifications include a Masters of Computer Science, Bachelor of Science, CISM, CCNA and a range of Juniper sales and technical certs.

He has a broad range of skills in our industry including support, implementation, high and low level design with some key projects including SDWAN for over 2,500 sites and large-scale migrations to Palo Alto Next Gen.

Welcome to the tribe Sabah!

It is with great pleasure that I would like announce the appointment of Stuart Rainsford as Hastwell’s Managing Director, taking over operational management of the business. In this role Stuart will oversee execution of Hastwell’s business strategy, ensuring we continue to adapt and evolve to address our customer’s needs, whilst maintaining the technical excellence expected of us.

As Hastwell’s Founding Director, I’ll be stepping away from the day-to-day operations; instead focusing my time on Hastwell’s long-term strategy, establishing major relationships and building future capability. As before, Shawn Donaldson will continue to support both Stuart and me, working closely with us in his role as General Manager.

Please join me in congratulating Stuart in his new role and extend to him the same close relationships and ongoing support you have offered me for so many years and that I am grateful for having received.

Cyber Security and Compliance is becoming an increasing concern to many today. In particular, in-depth understanding of a companies security posture and then aligning that with an executive-level strategy that effectively empowers operational-level implementation is increasing is a challenge that continues to increase in complexity.

Hastwell have recently brought to the Hastwell Tribe Silvio Danilovic who has started building a new Cyber Assurance and Compliance Consulting practice to help our customers with these challenges.
While Hastwell have provided technology solutions to address security requirements for years, these new capabilities will broaden our skillsets and enable to provide a full suite of security and compliance services inside of Information Technology and beyond.

If you would like to better understand your security and compliance posture better, please contact us today.

From the 20 nominations, Paul and Stuart were recognised as the winners for March and April respectively.

In particular, Paul was recognised for his genuine care about people in the Hastwell tribe over operational challenges, while Stuart was mostly recognised for his dedication to the team and jumping into whatever is needed whether part of his role or not.

Well done guys and thank you for your outstanding contributions.