Face-to-Face IT Support Specialist
We are seeking an experienced and enthusiastic Face-to-Face IT Support Specialist to advance their career. In this role, you will be key in providing on-site support at a regular schedule.
You will be responsible for troubleshooting, resolving, and escalating IT-related issues across various systems, ensuring top-tier service and support.
You will have the opportunity to work with senior technicians' to provide support for server systems including monitoring, patching, application upgrades and backup activities as career advancement.
Key Responsibilities:
* Diagnose, troubleshoot, and resolve Level 2 incidents and requests related to hardware, software, network, and other technical issues.
* Accurately document all user interactions, solutions, and outcomes within the ticketing system.
* Escalate complex issues to Level 3 teams in accordance with established protocols.
* Collaborate with team members and support vendors to resolve issues swiftly and effectively.
* Contribute to the knowledge base by documenting solutions and procedures for recurring issues.
* Build and patch and support end user devices including laptops, mobile devices, printers/MFDs, and video conferencing.
* Patch end-user applications.
Working Conditions:
* Location: Majura Park ACT
* Employment Type: Permanent, Full-Time
* Clearance: Australian Citizen, NV1 mandatory
What Will Make You Successful in This Role:
1. Technical Expertise:
2. Strong knowledge of network, hardware, and software troubleshooting
3. Experience in remote support tools
4. Experience with ITSM ticketing system
5. Experience with Active Directory/Entra ID, Windows 11
* Experience supporting and fixing hardware issues including printers, desktops, and laptops
* Desktop patching
* Desktop application patching via Intune or Patch My PC
o Experience troubleshooting iOS and Android
* Customer Service: Ability to communicate effectively and empathetically with non-technical users.
* Analytical Thinking: Proven problem-solving skills and the ability to troubleshoot issues logically.
* Team Collaboration: A collaborative mindset and a willingness to work with colleagues to achieve shared goals.
Desirable Attributes:
* Certifications: Vendor certifications (e.g., Microsoft Certified Fundamentals, CompTIA A+, ITIL Foundation) are highly desirable, reflecting a commitment to professional development and technical expertise.
* Technical Skills: Nutanix, Windows Server, Veeam, Azure, Manage Engine Central
Why is this an exciting opportunity?
This role offers a strong foundation to fulfill your career ambitions in a fast-growing organization with a culture of possibility and growth.
We celebrate success and have fun while working hard, fostering an environment where everyone is encouraged to achieve success through collaboration, hard work, and dedication.
Benefits:
* Career growth via succession planning, internal mobility programs, and mentorship opportunities.
* Ongoing investment in professional development through industry certifications.
* Employee benefits, recognition, and wellbeing platform.
* Mental health support through our Employee Assistance Program.
* Support for family and caring responsibilities, including paid parental leave.
* Employee referral program, with monetary incentives offered.
Commitment to Supporting Australia's Veterans:
We aim to enhance the employment experience for veterans by improving recruitment, support, retention, and leadership opportunities to ensure they have a meaningful and impactful career with us.