**Partners in Performance **is a global management consulting firm that works hand-in-hand with our clients to deliver sustainable results in business performance. Our firm has real scale and a demonstrated track record with reach across Australia and New Zealand, South East Asia, Africa, North and South America, Europe and Middle East. As a Firm, we are about Unleashing Potential in our clients and our people.
**Purpose and Responsibilities of the Role**
The IT Helpdesk Support Technician's primary task is to provide Level 2 Helpdesk support for requests that are submitted to the IT Helpdesk. The role will require you to resolve or escalate the support calls within the agreed SLA timeframe.
As a Level 2 Technician, you will support customer issues such as password resets, system access requests, desktop related questions and provide solutions for problems. You will also be required to fulfill service requests that need IT involvement.
The role will be based in Sydney and will form part of an overall IT department remotely supporting employees across the globe.
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**The role has two core accountability areas:
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1) Providing exceptional Level 1 (helpdesk) and Level 2 (desktop) IT Helpdesk support to our staff located in the Sydney office and remote locations across the globe. Support will be provided via telephone, remote control, and instant chat
2) Managing and supporting priority projects (when needed)
**Key Competancies**:
- Problem solving
- Customer focus
- Communication (oral and written)
- Prioritising
- Decision making/judgement
- Learner attitude
- Planning, organising and time management
- Attention to detail
- Degree qualified in IT or relevant discipline or can display relevant industry experience
- 2+ years' IT Helpdesk and Desktop Support experience
- Strong customer service skills, with a view of 'being there to help'
- Ability to work independently of team peers who are based in other global locations and deliver on commitments made
- Excellent communication skills
- An independent and analytical thinker who can solve problems by citing discrepancies and filling gaps
- Exceptional at prioritising and multitasking
- Ability to build robust working relationships within a global team
- Highly process orientated, with a view to define and constantly identify and improve core processes
- Willingness to learn on the job and grow as an IT professional
**When you apply, please highlight your experience in any of the following**:
- Experience in administration and troubleshooting varying technologies within the System/Application Infrastructure environments below:_
Microsoft Desktop Operating Systems - Windows 10 & 11, Mac OSX
Microsoft Office 365 Suite (2016 upwards), Office Mac,
Microsoft Server Operating Systems - Windows Server 2016 or newer
Active Directory Administration
Hardware maintenance, installation, upgrading & diagnostic (PC/Laptop)
Office 365 or virtual server environments
Networking Technologies - LAN/WAN, switches, routers, VPNs
Application support for cloud-based technologies (report building, password resets etc.) e.g., Salesforce, Netsuite, Concur, Moodle
Mobile Device Support (iPhone, Android)
- Other experiences that are preferred but not necessary_
Microsoft Azure Rights Management Services (Azure RMS)
Supporting web conferencing services i.e., MS Teams, Zoom, WebEx,
Managing support calls using the FreshService helpdesk ticketing system
Support remote users via remote access tool i.e., Logmein Rescue
Exposure to the Microsoft Power Platform
Exposure to BI reporting tools i.e., Power BI
Exposure to Single Sign On (Okta)
- Other qualifications that are preferred but not necessary_
ITIL certification Microsoft Certified Professional (MCP)
Power Platform Fundamentals
Partners in Performance embraces diversity and inclusiveness. It's a part of our culture and has been a steady focus since we started our firm over 27 years ago. If you enjoy working in a fast paced and vibrant environment and are passionate about making a real impact then we look forward to hearing from you as we continue on our exciting growth trajectory.
**Interested?
📌 It Helpdesk & Desktop Support Technician
🏢 Partners In Performance
📍 Sydney