Transformative Technology Support Specialist
Job Overview
We are seeking an exceptional individual to join our team as a Transformative Technology Support Specialist. In this role, you will be the primary point of contact for staff requiring support with technology-related issues.
This is an outstanding opportunity to grow your career and make a meaningful impact in the delivery of diverse IT facilities and support.
Key Responsibilities:
* Provide timely and effective telephone and email support to staff.
* Effectively communicate with empathy during periods of stress and high pressure.
* Offer prompt assistance on a broad range of technology-related matters.
* Utilize known troubleshooting approaches to identify resolutions as quickly as possible.
* Monitor and manage incoming work to drive positive customer outcomes within agreed service standards.
* Document customer issues and resolutions in our customer management system.
* Create and regularly review procedural documents for accuracy and relevance.
* Escalate issues to the Team Leader to obtain traction on queries that are not progressing in a timely manner.
Requirements
To succeed in this role, you will require:
* Two years of customer service experience, with a commitment to finding ways to improve daily activities.
* Demonstrated written and oral communication skills that show empathy and compassion in times of high pressure and stress.
* The ability to approach problem-solving with logic and sensibility.
* An analytical aptitude that understands business-critical issues and when to employ an escalation process.
* A passion for learning new processes and technology.
* The ability to work independently and be accountable for delivered outcomes.
* Experience providing customer service in a remote capacity, with the ability to quickly understand the person's situation.
* An understanding of Information Technology Infrastructure Library (ITIL) framework.
* An understanding of financial services organizations.
* Experience with a broad range of technology, including Windows 11 laptops and desktops, Virtualised desktops, Virtualised servers (VMWare/Hyper-V), Cloud technology (AZURE/AWS/GCP), Networking technology, Printing infrastructure, Windows Server, Active Directory knowledge, Microsoft 365 knowledge.
Benefits
As a valued member of our team, you will enjoy:
* Attractive superannuation.
* Additional leave entitlements.
* Hybrid work-from-home options.
* Assistance for study and professional development.
About Us
Our organization is committed to providing a diverse and inclusive workplace where the best talent in Australia chooses to work. We encourage applications from all backgrounds and abilities.