Job Description:
We are seeking a highly experienced IT professional to join our team as a Senior Support Specialist. In this role, you will play a pivotal part in resolving complex technical issues for our clients, while mentoring and assisting our team of technicians.
Main Responsibilities:
* Customer Service
* Resolve support tickets with speed and professionalism.
* Provide advanced troubleshooting to deliver a friendly and helpful experience.
* Engage with clients to discuss IT solutions and ensure their satisfaction.
* Communication
* Manage and resolve escalated tickets while maintaining clear and frequent communication with clients.
* Identify, communicate, and mitigate potential risks to the service delivery team lead and clients.
* Leadership
* Demonstrate professionalism by leading from the front.
* Mentor and upskill up-and-coming talent across the support team.
* Work closely with the service desk manager to identify process gaps and mature operational delivery of services.
* Teamwork
* Follow schedules provided by the service desk manager.
* Develop and improve standard operating procedures.
* Promote security awareness and adhere to security procedures.
Required Skills and Qualifications:
To be successful in this role, you will need to possess the following skills and qualifications:
* A minimum of 10 years' experience, with at least 4 years in a senior systems administrator role.
* At least 4 years of managed services experience.
* Expert-level knowledge and experience in at least 2 technology domains.
* Excellent communication skills, with highly developed active listening skills.
* Ability to adapt your communication style to suit different audiences (vendors, peers, clients).
* Possession of a current open Australian driver's license.
* Demonstration of a strong desire and ability to keep up with new and developing technologies.
* Contribution to the development of groundbreaking products and support talent from within.
Benefits:
We offer a range of benefits, including:
* A fun, inclusive, and collaborative work environment where you are valued and your voice matters.
* Generous remuneration package reflecting your value to our team.
* Continuous training and certification opportunities to stay ahead in your field.
* Exciting career advancement prospects within a rapidly expanding company.
* The opportunity to work on cutting-edge projects and tackle technical challenges head-on.
What We Offer:
If you are passionate about technology, dedicated to client satisfaction, and ready to take your IT career to the next level, we want to hear from you. Joining us allows you to become an important part of a dynamic team that makes a real impact in the world of IT solutions.