We are looking for a someone who wants to get their career started with a well-established managed service provider.
The position is available now and will involve performing helpdesk tasks, such as setting up services, troubleshooting technical issues, triaging support calls and most importantly, keeping a high rate of satisfaction with our clients.
Your KPI's will never be measured on "billable hours". Our primary measurements are;
* Are our customers happy with you?
* Does the customer feel better having dealt with you?
We pride ourselves on long-term staff retention and ensuring a strong work-life balance for our entire team. We have an average tenure of 8 years.
We also sport a 100% 5-star rating on Glassdoor.
About the business
Located in Welshpool, close to three major highways, we have ample free parking for our entire team. Our staff are provided with modern technology and ergonomic desk facilities.
Breakfast, lunches and high-quality coffee and kitchen facilities are provided within the office and on Fridays there is always something special for lunch. We are also located within five minutes of the Victoria Park Cafe strip if you prefer something different. We pride ourselves on a supportive, social, and family oriented team culture.
About the role
On a usual day, while your PC is starting, discuss the latest games played, the antics of your children or the latest 4x4 upgrade you just installed. If you like dungeons & dragons or 3d printing, then your manager will love talking to you about it all.
You will process incoming tickets, answer the phone and coordinate your schedule with your team. You will troubleshoot issues, reinstall computers, configure and implement services, deploy new projects, perform hard drive replacements, on-board new clients, process purchases, keep documentation up to date and more.
When you perform any task for a client, you will write clear and detailed notes in our PSA platform so that any other tech will be able to pick up exactly where you left off. If you identify something that could be automated, you'll write or suggest PowerShell scripts or integrations to improve our processes.
About the application process
As we typically receive high demand on our job listings, we do need to put candidates through a few small qualification steps, but don't worry, there's no hour-long coding exercises, we don't to waste anyone's time. First, your answers to the Seek questions will determine if you meet our "Must Haves".
Your resume will be read (by the very human writing this ad) and if assessed positively, we will email you with 3-5 quite simple questions, which we will use to compare you to the other applicants. Because this stage is an assessment of your ability to answer these questions, if you use AI to assist in your reply, please also include your prompt with your answers. AI responses to these questions without including the prompt will disqualify your application.
Those whose answers best align with what we are looking for will be asked to schedule a time for an online 15-20 minute interview. You will also have time following the interview to ask any questions about the role to make sure we are a fit for you too.
After a round of interviews, the candidates from that fortnight will be reviewed and the top candidates offered to come for an in-person interview for us to make our final selection and offer.
Skills/Experience
We aren't going to list a bunch of things that you should have experience with as it is an entry level role, but a passion for IT and a desire to learn is well suited for the role.
The other real "must haves" is a police clearance, driver's license, a winning attitude, critical thinking skills, and being able to keep organised. A burning desire not just to work in IT but demonstrate an interest in our customers goals and help them reach those goals with minimal fuss will see you succeed in your role.
You can set yourself ahead of the competition if you can demonstrate;
* PowerShell scripting and programming abilities,
* A history of working in collaborative environments,
* Self-Education such as building home-labs
During probation, you'll support our customers and answer calls as you learn the ropes and work with our systems. Passing probation means keeping accurate notes, happy clients and being time efficient.
Once you've passed probation, you'll join one of our dedicated teams and support their list of clients. You'll then receive a mobile phone allowance, vehicle allowance, performance incentives, and receive free NBN internet for home.
Hybrid Work From Home Options
During your probation, you must work from our Welshpool office. Once probation is completed, you can coordinate work from home days with your team. We have minimum staffing requirements for presence in the office, as well as business hours that need to be covered. As long as those are met with your team, your work schedules are adjustable.