Virtual IT Group (VITG) provided pay range
This range is provided by Virtual IT Group (VITG). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
$60,000.00/yr - $80,000.00/yr
Direct message the job poster from Virtual IT Group (VITG)
The primary objective is to provide exceptional customer service, remote & on-site technical support to our clients as well as building/maintaining strong relationships expected by a trusted advisor.
Please note that although the role is advertised as Sydney, individuals from the Wollongong and Shellharbour area are also encouraged to apply.
POSITION OUTCOMES
- Provide first-level technical helpdesk/service desk support to all users.
- Provide IT and application support to all users.
- Support and maintain all technology infrastructure.
- Liaise 3rd party relationships with vendors, suppliers, and support contractors.
- Manage the implementation of new technology.
- Customer service orientated.
- Escalate complex problems.
POSITION RESPONSIBILITIES
Provides predominantly remote and on-site technical support to clients under the guidance of the IT Support Team Lead/ Service Delivery Manager and as part of a team. The position involves but is not limited to:
- Provide first-level technical support to customers.
- Troubleshoot and resolve basic IT issues.
- Customer liaison via email, and phone.
- Assist with software installations and updates.
- Log and categorize service requests through helpdesk system (ConnectWise)
- Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service.
- Route issues to appropriate teams and schedule resources where relevant.
- Leverage automation tools to facilitate first call resolution.
- Keeping abreast of emerging technologies and completing training and ongoing development of your skills as agreed with the Support Team Lead/ Head of Service Delivery.
- Analyzing, creating, interpreting, and assessing intricate data models, diagrams, and system design and architectural specifications in the process of designing, configuring, and integrating computer systems.
- Investigating, studying, assessing, and keeping an eye on network infrastructure to make sure it is set up to perform at an optimal level.
- Evaluating and recommending enhancements to integrated hardware, software, communications, and operating systems as well as network operations.
- Offering specialized expertise in assisting with and resolving network issues.
- Installing, setting up, testing, maintaining, and managing servers, workstations, software database applications, and current and upgraded networks.
- Protect Organisation’s ‘Character’ by keeping internal and external information confidential.
- Embody the values set by the company.
- Aid in the fulfilment of the organisations Vision & Mission through the completion of all requested tasks within your capabilities.
POSITION COMPETENCIES
- Experience in a client-focused IT technical support role.
- Experience with an MSP preferred.
- Good understanding of common IT systems and software.
- Excellent communication and customers service skills, and an enthusiastic approach to customer service.
- Demonstrated high level of customer service and customer advocacy skills and proven ability to build robust relationships with a range of clients
- Ability to work independently, yet part of a collaborative team
- Strong Organisational and time management skills.
- Strong attention to detail.
POSITION QUALIFICATIONS
- Technical ability to resolve complex incidents within a Windows environment.
- Active Directory user and group administration.
- Administration of Exchange and O365.
- Hands on experience with setup and troubleshooting of computer hardware and peripherals.
- Relevant technical training, certifications, and education.
- Service Management certifications are beneficial but not essential (e.g. ITIL).
POSITION EXPERIENCE REQUIRED
- 1-3 years IT experience supporting Microsoft Office and Windows Infrastructure environments.
- Qualification in key core system technology.
- Advanced communication skills.
- Proven experience supporting end users via training and correspondence.
POSITION EXPERIENCE DESIRED
- ITIL Certification.
- Experience using systems - including Office 365, Skype for Business, Teams, Active Directory and Exchange.
Please note that the successful applicant will be required to submit a completed police clearance certificate prior to being onboarded with the business.
Seniority level
- Associate
Employment type
- Full-time
Job function
- Information Technology
Industries
- IT Services and IT Consulting
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