The primary objective is to provide exceptional customer service, remote & on-site technical support to our clients as well as building/maintaining strong relationships expected by a trusted advisor.
Please note that although the role is advertised for Sydney as the work location, individuals from Wollongong and the Shellharbour area are encouraged to apply.
Position Outcomes
Provide highly complex technical helpdesk/service desk support to all users.
Provide IT and application support to all users.
Support and maintain all technology infrastructure.
Liaise 3rd party relationships with vendors, suppliers, and support contractors.
Manage the implementation of new technology.
Customer service orientated.
Support & mentor IT Support Technicians and Analysts.
Act as escalation point for IT Support Technicians and Analysts wherever necessary.
Position Responsibilities
Provides predominantly remote and on-site technical support to clients under the guidance of the IT Support Team Lead/ Service Delivery Manager and as part of a team. The position involves but is not limited to: Provide advanced technical support to customers.
Troubleshoot and highly advanced IT issues.
Customer liaison via email, and phone.
Log and categorize service requests through helpdesk system (ConnectWise).
Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service.
Participate in IT project design and implementation.
Ownership of customer environments and provide specialist expertise for those customers.
Ownership of high-level escalations.
Act as an escalation point to any issues encountered by IT Support Technicians and Analysts.
Keeping abreast of emerging technologies and completing training and ongoing development of your skills as agreed with the Support Team Lead/ Head of Service Delivery.
Handle more complex technical issues.
Protect Organisation's 'Character' by keeping internal and external information confidential.
Embody the values set by the company.
Aid in the fulfilment of the organisations Vision & Mission through the completion of all requested tasks within your capabilities.
Position Competencies
Advanced general technical expertise.
Experience with IT project work/ management.
Experience in a client-focused IT technical support role.
Experience with an MSP preferred.
Excellent communication skills, both written and verbal, being able to interact with end-users effectively.
Advanced Server and Network knowledge in cloud and on-premise infrastructure.
Demonstrated high level of customer service and customer advocacy skills and proven ability to build strong relationships with a range of clients.
Ability to work independently, yet part of a collaborative team.
Strong analytical and advanced troubleshooting skills.
Strong Organisational and time management skills.
Ability to de-escalate IT issues encountered and communicate with clients on turnaround times and resolutions.
Position Qualifications
Technical ability to resolve complex incidents within a Windows environment.
Active Directory user and group administration.
Administration of Exchange and O365.
Hands on experience with setup and troubleshooting of computer hardware and peripherals.
Relevant technical training, certifications, and education.
Service Management certifications (e.g. ITIL).
Position Experience Required
5+ years IT experience supporting Microsoft Office and Windows Infrastructure environments.
Qualification in key core system technology.
Advanced communication skills.
Proven experience supporting end users via training and correspondence.
Position Experience Desired
ITIL Certification.
Experience using systems - including Office 365, Skype for Business, Teams, Active Directory and Exchange.
Please note that the successful applicant will be required to submit a completed police clearance certificate prior to being onboarded with the business.
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