Desktop Support Technician - Level 1 and 2
Southern Cross Computer Systems
Port Melbourne Head Office, Melbourne VIC
Employment Location: On site customer location in Tarneit, VIC
Area of Business:Managed Services
Reports To:IT Client Support Manager
Key Relationships:Customers, Service Delivery Managers, Managed Services Team, Staff, Service Desk and Vendor/s
Direct Reports:N/A
Mentors:Assigned team members and other staff
Role Brief:
To live the Southern Cross values, brand promise and add to the positive culture of team and individual success across the Managed Services team
To be dedicated, thorough and driven to resolve helpdesk requests and technical issues within an educational environment.
To support Southern Cross' existing customer base ICT environment.
The tasks that need to be undertaken include;
* Troubleshooting
* problem solving
* configuring and testing
* Maintaining desktop, printers, and peripherals
The candidate must have good understand of, and previous experience working with;
* Windows Active Directory and servers
* Networking for troubleshooting purposes
* Educational environment IT Support
Key Duties:
* Thorough proficiency and proven experience working with Windows Active Directory and servers
* Established understanding of networking for troubleshooting purposes.
* Established understanding of troubleshooting of networking protocols and topology
* Sound technical knowledge of hardware and peripherals i.e., laptops, notebooks, workstations PC's, servers, backup solutions, printers, media and audio-visual equipment and mobility;
* Exposure to Cloud technologies including but not limited to AWS/Azure/0365
* Liaise and communicate with customers with empathy
* Supporting clients, onsite and remotely ranging from 20 to 1000 users.
Key Skills and Competencies:
* Client Focus – meeting and exceeding immediate technical requirements of clients
* Strong Communication - Demonstrates empathy and understanding within the work and within the client environment – expressing opinions appropriately, listening to the message being delivered, & appropriately managing errors and possible conflicts. Solid written, verbal, and diagrammatic communication skills
* Quality of Work -Pays attention to detail and quality of work produced, ensuring excellence and always seeking ways to improve outputs
* Written Communication -Effectively translates ideas and concepts into clear and concise reports and documents
* Business Understanding – A good understanding of the whole Southern Cross business, and ability to talk to people at all levels in an organisation about the business and its offerings
* Technical Knowledge -An in depth understanding of the Southern Cross technical solutions, and the ability to explain appropriate solutions. A good understanding of latest releases, new products etc
* Teamwork – Works efficiently and effectively with the team to achieve group goals
* Action / initiative -Works to meet objectives, solve problems before being asked or required to do so.
* Composure -Remains focused on the task and goal under stressful and challenging circumstances
* Decision Making/Judgment -Demonstrates the ability to make timely and effective decisions and knows when to escalate
* Conceptual Thinking –Effectively pieces information into a cohesive whole, and presents in a clear and concise manner
* Change Management– Ability to adapt to changes in the business with minimal issues arising
* Processes - Process savvy – able to follow processes, and design them if there is no process
Key Measures:
* Demonstrates Southern Cross values and brand promise in all aspects of the job role
* Achieving customer satisfaction targets > 80%
* Culture - ability to live the culture driven from the CEO down
* Ticketing updates and other reports is completed on time and according to in place SLA's
* Complete internal system accurately and in a timely manner (e.g., timesheet, expenses, etc)
Experience and Education:
* Excellent attitude towards learning new skills and treating customers and colleagues with respect
* Minimum 3+ years' experience working as a Level 1 and Level 2 desktop support and IT support experience in a professional services environment
* Minimum 5+ years' experience and configuring with proficiency in troubleshooting and resolving desktop related incidents for Windows operating systems
* IT Certification or equivalent relevant Vender certifications
* Australian citizen or permanent resident
* Microsoft certification is an advantage
* Strong all-round communication skills
* Organised and attention to details
Why SCCS?
* SCCS is established and respected within the IT industry
* SCCS offers a hybrid working experience where your time working remotely is complemented with a supportive and nurturing team environment.
* Office breakfast and snack items provided at our open plan, modern Port Melbourne office.
* Frequent whole company events to support company culture and team values
* SCCS core values, join a team who lives and works to a standard set by our company values: OUR PEOPLE, WE LEAD, REACH FOR THE STARS, 1% BETTER, GAME ON
* DEI – "Strength lies in differences, not in similarities" – Stephen Covey. Join a team who will recognise your differences, celebrate them and utilise them for the company's strength.