Technical Support Specialist
We are seeking a highly skilled Technical Support Specialist to join our team. As a key member of our support team, you will provide exceptional technical support to end-users and clients, troubleshoot complex issues, and ensure top-tier service and support.
About the Role:
* Initial Technical Support: Provide first-level technical assistance to end-users and clients via phone, email, and ticketing systems.
* Troubleshooting and Resolution: Diagnose, resolve, and escalate Level 1 incidents and requests related to hardware, software, network, and other technical issues.
* Detailed Documentation: Accurately document all user interactions, solutions, and outcomes within the ticketing system.
* Escalation and Collaboration: Escalate complex issues to Level 2 or 3 teams in accordance with established protocols and collaborate with team members and vendors to resolve issues swiftly.
* Knowledge Base Contribution: Contribute to the knowledge base by documenting solutions and procedures for recurring issues.
Requirements:
* Technical Expertise: Strong knowledge of network, hardware, and software troubleshooting, experience with remote support tools, and ITSM ticketing systems (Manage Engine).
* Customer Service Skills: Ability to communicate effectively and empathetically with non-technical users.
Working Conditions:
Employment Type: Permanent, Full-Time
Clearance: Australian Citizen with Current Baseline Clearance
What Will Make You Successful in This Role:
* Strong Analytical Thinking: Proven problem-solving skills and ability to troubleshoot issues logically.
* Collaborative Mindset: A collaborative mindset and willingness to work with colleagues to achieve shared goals.
Benefits:
Professional Growth Opportunities: Career growth via succession planning, internal mobility programs, and mentorship opportunities.
Ongoing Development: Ongoing investment in professional development through industry certifications.
Employee Benefits: Employee benefits, recognition, and wellbeing platform.
Mental Health Support: Mental health support through our Employee Assistance Program.
Family Support: Support for family and caring responsibilities, including paid parental leave.
Referral Program: Employee referral program, with monetary incentives offered.
Sustainability Commitment: Atturra is proud to be recognised as a Veteran Friendly Employer by the Department of Veterans Affairs' Veteran Employment Commitment (VEC) and is committed to supporting Australia's veteran community.