Objectives of this role
The IT Support Analyst will serve as a key point of contact for technical support within the Brisbane corporate team. This role will involve close collaboration with the greater support team to efficiently diagnose and resolve technical issues, recommend suitable solutions, and deliver exceptional customer service and user support for a wide range of computer applications and platforms.
The ideal candidate's responsibilities
* Providing timely and effective technical support via phone, email, and in-person interactions
* Troubleshooting hardware, software, and network problems
* Assisting users with computer application and platform inquiries
* Escalating complex issues to the IT Service Desk Manager or other appropriate teams
* Documenting support interactions and resolutions in the service desk ticketing system
* Maintaining an up-to-date knowledge base of technical solutions and procedures
* Contributing to the development and implementation of IT support policies and procedures
* Participating in team projects and initiatives aimed at improving service delivery
Personal attributes
A resilient and adaptable team player with strong technical, communication, and problem-solving skills coupled with the ability to work under pressure.
Essential Skills
* End-User Support: Provide technical support to end-users for Windows 11 systems, troubleshooting hardware, software, and network connectivity issues
* Software Deployment: Deploy and manage software applications using MDM, scripts, or local deployment
* Troubleshooting: Diagnose and resolve technical problems related to operating systems, applications, and network connectivity
* Network Fundamentals: Basic understanding of network protocols (TCP/IP, DNS, DHCP) and network troubleshooting tools
* Documentation: Maintain accurate records of support interactions, troubleshooting steps, and knowledge base articles
* Collaboration: Work effectively with other IT team members and end-users to resolve technical issues
Desirable Skills
* Mobile Device Management (MDM): Experience with AirWatch/VMware Workspace ONE for device enrollment, configuration, and security
* macOS Support: Knowledge of macOS troubleshooting and administration
* Google Workspace Administration: Perform basic administrative tasks within Google Workspace, such as user account management and application configuration
* SaaS Application Support: Experience supporting and troubleshooting various SaaS applications
* Scripting/Automation: Basic scripting skills (PowerShell, Python, etc.) for automating tasks
* Audio Visual/Live Streaming: Knowledge of AV equipment and live streaming technologies
About Ray White Corporate
Ray White Corporate is part of the Ray White Group, which operates across multiple businesses in Australia and New Zealand. The group has more than 1,000 offices and close to 300 corporate team members.
#J-18808-Ljbffr