Technical Support Specialist
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We are seeking a Technical Support Specialist to join our team in Melbourne. As a key member of our Primary School Services team, you will provide technical support across hardware, software, networks, and cloud applications within school environments.
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The successful candidate will have the ability to consistently demonstrate professional behaviour aligned with our company values and comply with all our policies.
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In this role, you will be responsible for:
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1. Providing technical support, including resolving user queries and/or issues across all platforms and systems;
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2. Managing and resolving incidents and service requests using ITIL-based processes;
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3. Troubleshooting and escalating complex issues, supporting both Level 1 and 2 tickets;
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4. Maintaining accurate records of service desk activities and contributing to continuous service improvement;
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5. Monitoring technician movements and dispatch portals accordingly in real-time;
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6. Installing, configuring, and maintaining software and hardware, including updates and patches;
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7. Building and maintaining a strong rapport with users via email and phone, ensuring timely and effective support;
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8. Supporting IT projects and yearly student rollovers;
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9. Monitoring and managing backup systems;
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10. Updating and maintaining internal knowledge base by creating, updating and maintaining client documentation;
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11. Assisting with client escalations or from within Primary School Services Team.
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Requirements
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12. A willingness to learn with adaptability to changes;
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13. Ability to consistently demonstrate professional behaviour aligned with our company values and comply with all our policies;
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14. Excellent verbal and written communication skills, with the ability to simplify technical issues;
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15. Strong and proven customer service orientation;
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16. Ability to perform under pressure, to prioritise and manage multiple tasks in a fast-paced environment;
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17. A proven ability to manage issues autonomously and deliver results with minimal supervision;
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18. Highly proactive and results-oriented, with a strong drive to achieve goals;
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19. Effective problem-solving skills;
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20. Broad experience with Wintel environments with in-depth understanding of Active Directory.
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Desirable Skills
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21. Mac OSX and iOS exposure;
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22. Understanding or skills with any MDM or third-party management tools;
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23. Experience with Microsoft 365 (Exchange Online, Security & Compliance Centre, 365 Admin Centre, Azure AD, Intune);
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24. Experience with Google Workspace (G Suite) administration and support;
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25. Experience supporting the education sector and/or working with teaching staff;
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26. Prior experience using ConnectWise;
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27. PowerShell scripting knowledge;
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28. Confident in implementing and managing Group Policy Objects (GPOs);
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29. Completed Microsoft and ITIL certifications;
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30. Relevant tertiary qualification in Information Technology or Computer Science.
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Why You'll Love Working Here
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31. Hybrid working with team anchor days to support collaboration;
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32. Extensive training and development opportunities that enable continual growth as part of your career planning;
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33. Extensive discounts and benefits to maximise your money;
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34. A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs;
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35. Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.
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Join Our Community Today
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