Job Overview
We are seeking a skilled Technical Support Specialist to provide exceptional technical support to our clients.
* The ideal candidate will have strong knowledge of network, hardware and software troubleshooting.
* They will also possess experience in remote support tools and ITSM ticketing systems.
This is a permanent full-time position based in Canberra ACT. You must be an Australian citizen with a current baseline clearance.
Key Responsibilities:
1. Techincal Support
Respond promptly and professionally to service desk requests via phone email and ticketing systems.
Diagnose troubleshoot and resolve Level 1 incidents and requests related to hardware software network and other technical issues.
2. Escalation and Collaboration
Evaluate complex issues and escalate them to Level 2 or 3 teams in accordance with established protocols.
Collaborate with team members and support vendors to resolve issues swiftly and effectively.
3. Documentation and Knowledge Base
Accurately document all user interactions solutions and outcomes within the ticketing system.
Contribute to the knowledge base by documenting solutions and procedures for recurring issues.
Required Skills and Qualifications:
* Technical Expertise
Strong knowledge of network hardware and software troubleshooting.
Experience in remote support tools and ITSM ticketing systems.
* Analytical Thinking
Proven problem-solving skills and the ability to troubleshoot issues logically.
* Customer Service
Ability to communicate effectively and empathetically with non-technical users.
Benefits:
This role offers a collaborative work environment and opportunities for professional growth and development.
You will have the opportunity to work on challenging projects and contribute to the success of our organization.