**Requirements**:
- Previous experience in a customer service-oriented position.
- Previous experience in an IT related position such as technical support, computer technician or similar is desirable.
- Any knowledge of systems, networks and troubleshooting is ideal.
- Completion of any IT related studies is desirable.
- Must be able to prioritize work in a fast paced, high pressure environment.
- Must possess strong written and verbal skills, type with proficiency and exhibit professional phone etiquette.
- Must be able to lift servers and various other hardware (up to 20kgs) without assistance.
- Must have reliable transportation. Willing to occasionally travel to other DC's within Sydney as required.
- Must be able to work shift work covering a 24x7x365 roster, including public holidays and weekends.
**Success in the role requires the following personal qualities**:
- Effective Communicator
- Self-Starter
- Team Player
- Welcomes Feedback
- Ability to Identify Problems
**Job responsibilities**:
- Utilize custom monitoring software and internal ticketing system to provide customer support.
- Identify and troubleshoot simple hardware failures on servers, including the replacement of failed hardware components.
- Troubleshoot Operating system storage issues including file system, disk management and RAID technologies.
- Support Microsoft Windows Server, Red Hat Enterprise Server, Ubuntu Linux or VMWare ESX Server.
- Simple operating systems administration to include troubleshooting of login, password and connectivity issues.
- Troubleshoot simple local area network (LAN) connectivity issues and re-establish remote access to customer configurations utilizing SSH, Terminal Services/Remote Desktop Services or Remote Access Controllers.
- Complete troubleshooting, configuration and replacement of network device hardware including access and aggregation switches, firewalls, load-balancers and security appliances.
- Complete troubleshooting, configuration and replacement of storage devices including DAS and NAS arrays.
- Complete customer configuration maintenances including hardware modification, operating system installation, mounting of the devices within cabinets and completion of all cabling needs required.
- Troubleshoot copper and fiber cabling including initial installation testing as well as connectivity issues with previously deployed copper or fiber cabling.
- Provide technical communication relating to customer configurations in a concise, professional manner.
- Adhere to company security policies and procedures, including health and safety and local governing requirements as directed.
- Communicate in an honest, transparent manner focused on building trust amongst customers and coworkers.
LI-MT1
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