Job Title: Technical Expert
Job Summary:
* We are seeking a skilled Technical Expert to provide technical support and services as part of our service delivery provision and/or projects deployment.
Key Responsibilities:
* Provide technical assistance and support across multiple technology streams, including hardware, OS, software, networks, servers, and print devices.
* Respond to and resolve incidents and service requests within agreed service level agreements (SLAs).
* Maintain and refresh customer assets while ensuring data integrity.
* Perform routine maintenance and housekeeping of customer physical infrastructure.
* Manage customer expectations by keeping them updated on case progress and notifying them of any delays.
* Log and maintain customer interactions and activities in the correct client ITSM tool.
* Promptly escalate operational issues.
* Accurately record and submit timesheets and project efforts as per company requirements.
* Complete required training on time.
* Maintain awareness of WHS practices, instructions, and policy.
Requirements:
* Troubleshooting and maintaining PCs in a Windows environment.
* End-user technology support experience, Windows family of Operating Systems, XP, and Windows 7.
* Customer-focused approach in dealing with clients.
* Desktop management tools experience.
* Proven experience in desktop, laptop, smart device, and printer troubleshooting.
* Software conflict and performance issue troubleshooting.
* Detection and usage of desktop diagnostic tools.
* Incident management tool experience.
* Problem management experience.
* Basic knowledge of ITIL framework.
* Tertiary qualification or equivalent certification in Information Technology industry.
* Ability to work autonomously and with minimal supervision.
* Active AGSVA Security Clearance.