Job Title:
Technical Support Professional
Job Description:
This position involves working as a technical support specialist, providing assistance to users with ICT-related issues. The individual will be responsible for resolving common problems and escalating complex matters to second-level support teams.
Key Responsibilities:
1. Respond to user inquiries and resolve technical issues via phone, email, and IT service management tools.
2. Log, categorize, prioritize, and track incidents and service requests.
3. Troubleshoot and resolve desktop and laptop hardware issues, software installation and configuration, network connectivity, and VPN access problems.
4. Escalate complex or unresolved matters to second-level support teams as required.
5. Maintain accurate records of support activities and user interactions.
6. Assist with onboarding and offboarding processes, including device setup and access provisioning.
7. Contribute to knowledge base articles and user guides.
8. Support ICT asset management by updating hardware inventory.
9. Participate in continuous improvement initiatives and team meetings.
Requirements:
* Australian citizens with a Baseline clearance are desirable for this role.
This is an exciting opportunity for individuals who possess strong technical skills and a customer-centric approach. If you are passionate about delivering exceptional customer service and resolving technical issues efficiently, we encourage you to apply for this position.