We are seeking a highly motivated and skilled IT Support Engineer to join our growing team in Canberra, ACT. As a key member of our support team, you will be responsible for providing first class technical assistance to our internal users and/or external clients. This role aligns with SFIA Level 4, demonstrating the application of established techniques and procedures, with some discretion in adapting and modifying these.
About the Role:
* Provide first-line technical support via phone, email, and in-person for hardware, software, and network issues.
* Diagnose and resolve technical problems, escalating complex issues to senior engineers as needed. Install, configure, and maintain computer hardware, software, and peripherals.
* Troubleshoot network connectivity issues, including LAN/WAN and VPN. Manage user accounts and access permissions.
* Document support interactions and solutions in our ticketing system.
* Contribute to the development and maintenance of knowledge base articles. Proactively monitor systems and identify potential issues.
* Participate in IT projects and implementations.
* Adhere to ITIL best practices and company policies.
* Demonstrate a commitment to continuous learning and professional development.
Required Skills and Experience:
* Proven experience in providing IT support.
* Strong understanding of Windows and/or macOS operating systems.
* Experience with troubleshooting hardware, software, and network issues. Familiarity with common applications such as Microsoft Office Suite.
* Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
* Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
* Ability to work independently and as part of a team.
* Strong problem-solving and analytical skills.
* Experience with ticketing systems.
* Ability to prioritise and manage multiple tasks effectively.
To Apply:
Please submit your resume and cover letter.
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