**Outstanding customer service and Level 1/2 support skills**:
- **Exposure to diverse & leading-edge technologies**:
- **Friendly team environment with leading IT Service Provider since 1992**
Our client an established, responsible, ethical, and trusted leader in Information Technology services and delivery of Technology Solutions.
**About the role**
Provide ongoing proactive recommendations for our client's IT systems and building positive client relationships.
**Role and Responsibilities**:
The role will require you to provide both remote and on-site support to our customer base. Customer service is a key element of this role as there will be times where you will deal directly with key stakeholders. Other elements of the role include:
- Monitor and Manage Network Operations Centre and Service Queues and respond to issues as they arise.
- Triage - identify and escalate more complicated and urgent issues to Level 3.
- Servicing multiple clients with diverse IT infrastructure - including servers, networks, wide area networks, cloud integration and Office 365, desktops and laptops, hardware & software
- Maintain regular written and oral communication with clients and their users
- Remote and On-site troubleshooting and support
- Assist with regular client system wide upgrades and migrations
- Liaise with users, suppliers, software, and hardware vendors
**Operations**
- Attend Production and Staff meetings
**Training**
- Attend in-house training
- Attend external training as required
- Contribute to the development of your training plan
- Own personal skill development, knowledge, and technology currency
**Product Design**
- Job and technology Research
- Job Planning
- Develop/and or contribute to the development of service delivery systems and technology systems
**Product Delivery**
- Management of time & job schedules (Autotask & Outlook)
- Verify job sheet & plan
- Perform required technical tasks
- Test technical fixes
- Educate and inform client on technical fixes
- Document and inform client of follow-up recommendations
- Follow up recommendations
- Debrief Operations Manager
- Telephone support & troubleshooting
- Create and complete job sheets
- Maintain client records
**Experience and Skills Requirements**:
- At least 2 years of commercial experience in a user-oriented support capacity
- Relevant tertiary education in Information Technology
- Microsoft and CompTIA Certification is favourable
- Microsoft Office 365 Administration - Exchange Online, SharePoint, OneDrive, and Teams
- Strong computer diagnosing skills using logical and methodical processes
- Microsoft Desktop Operating Systems and Applications
- Networking Technologies - LAN, WAN, TCP/IP, DNS, DHCP, WLAN and VLAN
- Must meet a high level of professional customer service
- Passion for Technology
- Superb communication skills, both oral and written
- Analytical and logical problem-solving skills for identifying and solving technical problems
- Ability to evaluate critical systems and prioritise work
- Very good ability to understand price/performance and client satisfaction when resolving client issues
- Display motivation and a commitment to work without supervision at customer sites
- Ability to recognise and follow-up future upgrades and client needs
- Excellent people skills and customer service skills
- Ability to liaise with clients on and off-site
- High level of professionalism and understanding of the business context
- Demonstrate a robust work ethic and contribute to a team environment
- Must always be punctual and well presented
- Good time management and organisational skills
- Complete tasks as per client's requirements and expectations
- Positive client feedback
- Meet required billing level
- Time entries completed at completion of each task
- Meet performance and professional standards
**Familiarity with the following Server, Networking and Cloud technologies is advantageous**:
- Microsoft Windows Server Roles - ADDS (DC, GC, GPO, FRS) Hyper-V, RDS, File and Storage Services, Print and Document Services
- Server and Network based Backup and Security Systems
- Microsoft Azure IaaS and PaaS resources
- Microsoft Office 365 Security and Compliance
- Systems monitoring with SNMP and WMI
- Basic scripting skills - PowerShell, VB, HTML
**On Offer**:
- Competitive Remuneration
- Permanent position
- Excellent office & culture -where people enjoy their job, and always learn a lot
**How to apply**
Other titles for this role in other organisation might be: Level 2, Service Desk, System Support, Help desk Support, Level 2 Technician, Support Engineer,
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📌 Systems Support Specialist
🏢 Appetency Recruitment Services
📍 Sydney