Overview
Kinetix Networks (Kinetix) is a wholesale ISP and provides services primarily to MSPs (Managed Service Providers), Telco providers and other businesses with a premium network. We have a heavy focus on automation and believe if there is a more efficient way to do business, then this should be the standard. We promote connectivity on the go, and the products and services we offer can boost the effectiveness of data and make it useful in real world scenarios. By aligning with leading IT companies, we aim to provide accurate advice and deliver high-quality technology, helping to move data effectively. We address information technology needs for businesses and assist owners and employees to make data useful, increase workflow and drive efficiencies within their business.
BUSINESS PURPOSE
The business purpose for Kinetix Networks is: "To connect IT providers with quality connections for their ability to better serve their customers, whilst empowering regional communities."
BUSINESS VALUES
Kinetix Networks has established several key values which our team members are guided by; these values are: We Recognise We provide Quality solutions We build open & honest relationships We promote growth We work Smarter, not harder We are outcomes focused We are a team, we are a family
Main purpose of position
The Customer Support role is responsible for the first point of contact for our customers, support of internal and external network systems, including customer-facing access-based services and connectivity with cloud environments. This will be on a rotating roster and will include some travel.
Key responsibilities
* Provide comprehensive support – Onsite and Remote (In Person/Phone/Live Chat).
* Ability to work independently & effectively as part of a busy Service Desk team.
* Work under pressure & support a large user base.
* Support and communicate effectively and professionally with a diverse range of users, explaining complex technical issues in a simple, easy-to-understand manner.
* Improve customer service, perception, and satisfaction.
* Escalate service and project issues that cannot be completed within agreed service levels.
* Work with Service Delivery by communicating to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
* Maintain specific knowledge of the customer and how our services relate to their business strategy and goals.
* Develop in-depth knowledge of the service catalogue and how it relates to customer needs.
* Assist Senior IT team in monitoring, patching, and backups.
* Assist with projects, design and implementation.
* Document internal processes and procedures related to duties and responsibilities.
* Responsible for entering time and expenses as they occur.
* Work through a daily schedule that has been established through the dispatch process.
* Review relevant publications and online materials to remain up to date with current and future technologies emerging in the industry.
* Adhere to all company policies and procedures, including Work Health Safety policies, procedures, and expectations.
Key skills / product knowledge
* Microsoft Office
* Microsoft Active Directory
* Windows 11 Desktop support
* CCNA or equivalent certification
Application questions
* Which of the following statements best describes your right to work in Australia?
* How many years' experience do you have as a Customer Support Role?
* Which of the following Microsoft Office products are you experienced with?
* Do you have customer service experience?
* What is your expected annual base salary?
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