Due to growth our clients are currently looking for a Level 2 Technical Support Officer position has become available for an immediate start with an exciting organisation which can offer a broad range of IT work in Managed Services.
You will be assisting users with second level help desk support duties and should have outstanding customer service skills and good presentation. A large focus of this role is the interaction with clients to ensure that through education and technology changes they receive the most efficient experience. You are the type who is liked and appreciated by clients. You have a lot of energy when providing customer service and have good experience with a customer facing role.
Essential that you are able to follow knowledge base procedures and also improve and create procedural check lists. An ability to articulate ways using scripts and tasks to automate monitoring, auditing, maintenance and issue resolution.
A high degree of professional care, accuracy and attention to detail is required. You are comfortable working with strong support but without constant supervision. Good time management skills are essential. and the ability to juggle multiple tasks.
Own car and current driver's licence required. You will be required to travel around Sydney visiting client sites.
You are Australian or have the relevant permits to work in Australia. The client base requires that all staff have a current police check.
To be successful in this role you will need previous experience in
- Customer service experience
- Configuring WAN, LAN, VPN connections as
well as router and network configuration. Utilise
a variety of resources to effectively diagnose &
resolve complex technical issue.
- Setup of new equipment such as laptops,
printers, network switches and VoIP telephone
handsets and 3CX Cloud based phone systems.
- Participate in the planning, execution and
delivery of key projects and initiatives when
required.
- Ensure a high level of customer satisfaction
and first call resolution.
- Familiar with Service Desk tools and processes
such as creating, updating and managing a
service tickets queue.
- Take ownership for all support requests, from
start to finish, ensuring requests are dealt with
efficiently and effectively, supporting both local
remotely.
- Perform troubleshooting and investigations for
issues and requests, escalating to the Service
Delivery Manager.
- Ability to resolve issues quickly with care
- Two years Level 2 IT Help Desk experience with at least five years in IT
- Provided IT Support to smaller and medium businesses and understand their priorities
- Confidence in dealing with all types of people over the phone
- Experience with supporting users on site
- A love for technology and a determination to expand your horizons
- Knowledge and understanding of the Microsoft range of operating systems particularly Windows 7/8/10 and Windows Server 2008R2/2012R2/2016 as well as Office Suite
- Office 365 experience
- Azure experience
- PowerShell expertise
- Network management (including VLANs and WIFI) and troubleshooting skills
- Sonicwall & Cisco experience preferred
- Worked with RMM tools to support users
If you would like to know more please APPLY to find out more about this fantastic opportunity
**Salary**: $65,000.00 - $80,000.00 per year
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Parramatta NSW: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- IT service management: 3 years (preferred)
**Language**:
- Clearly and articulately on the phone and face to face (preferred)
Work Authorisation:
- Australia (preferred)