BROAD DESCRIPTION:
The Level 1 ICT Service Technician is a critical position within our organisation as the initial point of contact for customers and their first level of support when the need arises. This position is key to maintaining our great relationship with customers while we drive their productivity by keeping their network, hardware and software systems resilient, reliable and efficient.
This position is expected to add capacity and capability to our established technical services team which in conjunction with senior colleagues is responsible to the Managing Director. Success in this role will be measured by achievement of the above, and an ability to work with and guide TNN clients and staff alike using a persuasive and co-operative demeanor based on TNN values.
The successful applicant for this role will assist in the ongoing maintenance of networks and infrastructure in collaboration with the Managing Director, Business Development Manager and other TNN technicians.
KEY FUNCTIONS OF THE ROLE:
1. Initial point of contact, phone, email, online
2. Provide initial support, document issues and where possible resolve client ICT problems
3. Liaise with clients and ask pertinent questions related to the request to assist with timely resolution
4. Ensure issues are escalated to level 2 technician where required per the established escalation process
5. Ensure all documentation and tickets are maintained to the TNN standard
CAPABILITIES ATTRIBUTES AND QUALIFICATIONS:
Essential
1. A qualification in ICT to at least Certificate 3
2. 2 years' experience in a similar role
3. Well-developed oral and written communication skills
4. Ability to deliver outstanding customer service and technical solutions
5. Problem solving capabilities
6. Experience with Microsoft Windows desktop & server operating systems, Microsoft 365 and other cloud-based technologies
Desirable
1. Microsoft certification
2. A strong desire to develop technical knowledge & skills within a range of constantly changing technologies
3. Web design capabilities
SPECIAL CONDITIONS:
1. Legally able to work in Australia
2. Current Australian drivers' licence and reliable vehicle
3. Available for occasional travel to customer sites
Position is currently available for an immediate start. Apply Now
Forward your written application with a copy of your resume to or apply online.
To discuss this position please contact Michelle or