Position Overview
We are seeking a proactive and customer-focused Level 1 Helpdesk Technician to join our team in a full-time capacity.
This role involves providing phone, remote, and in-person support to clients, troubleshooting IT issues, and ensuring a high level of customer satisfaction. This position is based in Fortitude Valley in an office so travel to and from will be required.
You will be dealing with end customers directly so good communication and language skills are essential.
If you have a passion for technology and enjoy solving problems, we'd love to hear from you!
Key Responsibilities
* Provide first-level technical support via in-person, phone, email, and remote tools.
* Diagnose and troubleshoot hardware, software, and network issues.
* Escalate unresolved issues to Level 2/3 support when necessary (on-site).
* Assist with setup, configuration, and maintenance of networks, workstations, printers, and other peripherals.
* Manage and support users in various cloud platforms, including creating, modifying, and troubleshooting accounts and permissions.
* Perform onsite visits to resolve technical issues or complete scheduled installations and maintenance.
* Document all support activities in the ticketing system and ensure accurate record-keeping.
* Work on creating and improving internal documentation.
* Deliver exceptional customer service by effectively communicating technical solutions to non-technical users.
* Contribute to knowledge base documentation for common issues and resolutions.
Qualifications and Skills
* Proven experience in a helpdesk or technical support role (1+ years preferred, but not essential if a strong candidate).
* Strong knowledge of Windows operating systems, Microsoft Office Suite, and intermediate networking concepts. Basic knowledge of MacOS operating systems.
* Experience with remote support tools and ticketing systems.
* Excellent problem-solving skills and attention to detail.
* Strong communication and interpersonal skills, with the ability to build rapport with customers.
* Ability to work independently and manage time effectively.
* A valid driver's license.
* Relevant IT certifications are a great plus.
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