Helpdesk Team Lead and ICT Support EngineerPortal Technology, a leading provider of both Managed ICT, Cyber Security services and bespoke ICT Solutions in Northern Australia. Our customer base ranges from SMB through to Corporate, NFP, Government and Education.Portal Technology is seeking a customer-focused Helpdesk Team Leader and ICT Engineer with experience in a professional managed services environment.As an experienced Helpdesk Team Leader and ICT Support Engineer, your role is to ensure the overall management of the Helpdesk operations as well as ensuring the continued availability of Portal Technology’s ICT systems, design and build new environments, implement proof of concept systems and manage internal support escalations.Main Responsibilities - Helpdesk Team LeaderMonitor and Report KPIs: Track and report on key performance indicators to ensure helpdesk efficiency and effectiveness.Perform Quality Checks: Conduct regular quality checks on helpdesk interactions to maintain high service standards.Escalation Management: Handle escalated issues promptly and effectively, ensuring timely resolution and customer satisfaction.Set Priorities and Manage Team Workload: Prioritize tasks and manage the team's workload to ensure optimal performance and service delivery.Provide Training and Development: Develop and implement training programs and career development paths for team members.Process Improvement: Create, formalize, and suggest improvements to helpdesk processes and procedures.Monitor SLAs on Tickets: Ensure that service level agreements (SLAs) on tickets are consistently met and take corrective actions when necessary.Support Positive Team Culture: Foster a positive and collaborative team environment, encouraging open communication and teamwork.Delivery: Ensure that all customer installations are completed in a timely and professional fashion and that deadlines are either achieved or exceeded.Main Responsibilities - ICT Support EngineerWorking with customers and internal teams to ensure operational and service excellence is delivered and maintained.Experience deploying and supporting cyber security platforms and solutions to meet compliance requirements.Providing basic through to complex end-user, desktop support.Supporting, installing and maintaining Microsoft 365, Intune and Azure Solutions.Supporting, installing and maintaining MS Server/Desktops.Supporting, installing and maintaining Firewall Security Products and Services.Provide escalated support to Internet, Voice and Cloud PBX solutions.Escalate high-level IT issues to a Technical Support Specialist where necessary.Setting up and configuring new laptops, desktops, mobile devices, LAN infrastructure and hardware, cyber security, software and telephony.Installing authorised software to servers and devices as required.Role may require onsite time with customer(s).Key RequirementsLeadership Skills: Proven experience in a leadership role within an IT helpdesk or similar environment.Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with team members and clients.Problem-Solving Skills: Strong analytical and problem-solving abilities.ITIL Certification: ITIL certification or equivalent experience in IT service management.Organizational Skills: Exceptional organizational and time management skills.Customer Service Orientation: A strong commitment to providing excellent customer service.Team Player: Ability to work collaboratively with others and support a positive team culture.Response: Incident response, remediation and management when required.Feedback: Contribute to policies, processes and procedures.Current: Keep up to date with advancements in technology.Improvement: Continuously assessing for improvement.Documentation: Recording all activities within the Helpdesk and documentation systems.Diagnostic: Diagnosing and resolving complex technical issues with the team.Other: Perform any other reasonable duties consistent with the role as required.Business RequirementsExcellent attention to detail.Calm and clear-headed under pressure.Excellent organisational and prioritisation skills.Proactive approach to work and to continuous improvement behaviours.Ability to lead and assist others, where required, to achieve a common goal.Listens to and is open to ideas and suggestions from others.Takes every opportunity to go the extra mile for customers.Acts as a champion for the importance of customer experience within the business.Acts as a true ambassador for the business.Understands the impact of own behaviour and language on staff and clients and adapts as required.Proven Knowledge Required for the RoleVery high Standard of Incident and Problem management capability.Experience working in a Helpdesk team lead role.High level of diagnostic skills.Microsoft 365 deployment, security, support and administration.Experience with Cyber Security solutions.Firewall installation, administration and monitoring.Network troubleshooting and general WAN/LAN support.Extensive knowledge of the ITIL process.The Following Knowledge Would Be an AdvantageCertifications in Microsoft 365 Business Solutions.How do your skills match this job?Your application will include the following questions:How many years' experience do you have as a Helpdesk Manager?Which of the following statements best describes your right to work in Australia?Do you have customer service experience?Do you have technical support experience?How many years' experience do you have as a Systems Support Engineer?How many years' experience do you have as a Helpdesk Support Engineer?How would you rate your English language skills?Do you have a current Australian driver's licence?
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