Job Overview
We are seeking a motivated On-Site Technician to provide hands-on support to end-users and infrastructure in a highly secure environment.
Key Responsibilities:
* Support of desktop, infrastructure and services across multiple technology streams including hardware, OS, software, networks, server, print etc.
* Respond to, resolve incidents and SRs within agreed SLA, and follow breach reporting process for any failed SLAs.
* Asset refresh relocation deployment and decommission maintaining data integrity within the CMDB.
* Maintenance and housekeeping of customers physical infrastructure including but not limited to desktop equipment, peripherals, telephony, print devices, audio/visual conferencing equipment.
* Manage customer expectations by keeping them updated as their case progresses, notifying of any delays.
* All customer interactions and activities are logged and maintained in the correct client ITSM tool.
* Ensure prompt escalation of any operational issues.
* Ensure that all Timesheets and project efforts are accurately recorded and submitted on time as per company requirements.
* Ensure all required training is completed on time.
* Be aware WHS practices, instructions and policy as set out by management.
* Carry out other work as assigned by TL or management.
Requirements And Experience:
1. 7 months to 1+ year minimum experience with supporting End User Devices at level 1+ this can be remote support.
2. Level 1 and level 2 technical knowledge of hardware and peripherals i.e. laptops, notebooks, workstations desktop PCs, printers, media and audiovisual equipment BYOD and mobility.
3. Level 1 and level 2 technical knowledge of desktop & software applications i.e. Operating Systems (Windows 7 through 10), Microsoft Office 2007 through 365, Antivirus software and systems support in a small to medium business.
4. Current or re-instatable NV1 Clearance is essential.
5. A basic understanding and knowledge of Active Directory, Microsoft Exchange, SCCM, End-Point Imaging.
6. Demonstrated entry level or basic working knowledge of basic IT infrastructure and network equipment i.e. routers, switches, servers, virtualization, VPN, RSA, Citrix, VMware, Hyper-Converged Infrastructures.
7. Strong verbal and written communication, ability to articulate technical information to the target audience.
8. Professional customer service skills.
9. Ability to work well within a team while fostering relationships and partnerships.
10. Can do attitude.