Senior It Support Technician

About Us :

Pilbara Based IT Services Provider

About You : EDUCATION

• Tertiary Education in IT or related field
• Microsoft Certified Desktop Support Technician (MCDST)
• Microsoft Certified IT Server Administrator
• Cisco Certified Network Professional (CCNP)
• Microsoft Certified Solutions Expert (MSCE Server)
• Microsoft Certified Solutions Associate (MSCA Office 365)
• ITIL 4 Foundation
• Microsoft Azure Administrator (AZ-103)

Position Summary :

Responsible for resolving complex support requests with computer hardware, software, and network systems, as well as meeting customer satisfaction and continuous service delivery demands. Provides research and support for new technologies to be used within our environment.

Key Requirements :

PRODUCT EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES

Knowledge

• The incumbent must have appropriate and capable knowledge in the following areas :
• Proficiency in Microsoft Hyper-V platforms
• Proficiency in Microsoft Exchange platforms
• Proficiency in Microsoft Office 365 + Azure platforms
• Proficiency in Fortinet / Cisco + routing and networking
• Proficiency in Veeam / Storagecraft backup and disaster recovery methodology
• Configuring and troubleshooting Windows Servers and workstations
• Configuring and troubleshooting internet and network equipment
• Configuring all Windows software
• Understanding and troubleshooting IP, IP routing, routing protocols, debugging, and other common network troubleshooting tools and methods
• Understanding how internet protocols work and routing

Skills

• The incumbent must demonstrate the following skills :
• Ability to install and administer computer hardware and software.
• Analytical and problem-solving skills
• Judgment and decision-making skills
• Effective verbal, presentation, and listening communication skills
• Effective written communication skills
• Computer skills including spreadsheets, word processing, and email
• Time management skills

Personal Attributes

• The incumbent must demonstrate the following personal attributes :
• Honest and trustworthy
• Respectful
• Culturally aware and sensitive
• Flexible
• Good work ethics

DESIRABLE QUALIFICATIONS AND EXPERIENCE

• 5 years of strong direct customer service experience in MSP environment
• Proven experience delivering high customer service and effective problem solving, including interpersonal skills for managing demanding customers
• Strong verbal and written communication skills
• Self-motivated team player able to work calmly under pressure and meet deadlines with minimal supervision
• Attention to detail and high accuracy in data entry
• Ability to record customer requirements accurately
• High organizational skills, able to manage own time and tasks
• Positive attitude and leadership by example
• Effective communication within the team and with management
• Ability to solve problems within accountability level
• Experience with system inductions and hands-on training
• Experience in an ITIL environment

Job Responsibility : RESPONSIBILITIES

• Build sincere relationships with customers during onsite visits and contacts.
• Take full ownership of escalated service requests.
• Manage projects end-to-end, including migrations, deployments, or network upgrades.
• Assist users via inbound support calls and log requests into internal CRM.
• Proactively contact users based on error logs before issues escalate.
• Investigate and coordinate resolution and recovery actions for incidents.
• Install, move, and change hardware, software, and resources under guidance.
• Troubleshoot hardware, software, and network issues using knowledge base and vendor support.
• Perform various related duties as required.
• Update and liaise with customers on ticket status.
• Provide high-level customer service promptly and courteously.
• Maintain confidentiality and ethical standards.
• Develop customer self-help content and contribute to internal knowledge base.
• Enhance personal skills and knowledge for better service.
• Analyze and resolve hardware/software problems in a support environment.
• Demonstrate interpersonal skills and customer service acumen.
• Complete diverse IT support tasks in a dynamic environment.

Physical Demands

Physical effort leading to fatigue:

• Long hours sitting and using office equipment.
• Occasional lifting of equipment and supplies.

Environmental Conditions

The environment may be busy, noisy, and require excellent organizational skills to manage multiple tasks and interruptions.

Sensory Demands

• Use of computer in noisy and busy office conditions.

Mental Demands

• Handling demanding clients and urgent issues, which may cause stress or fatigue.