IT Support Specialist

4 weeks ago

Brisbane, Queensland, Australia Ray White Full time

As an IT Support Specialist within LMG, you will provide remote and on-site services to our internal corporate users, ensuring our employees have the technology and connectivity they need.

The Workplace Technology team is the first point of contact for all workplace technology incidents and requests, including support for laptops, phones, printers, mobile handsets, applications, and user access.

This role requires excellent customer service and user support as you undertake your daily responsibilities like troubleshooting problems and advising on the appropriate action.

Key Responsibilities:

  • Triage, respond, and resolve tickets via phone, email, and in person, owning requests and providing technical assistance in person, via phone, or electronically.
  • Deliver an outstanding customer experience.
  • Provide support to internal employees and brokers over the phone, via email, or in person, resolving their computing issues/requests within agreed SLAs.
  • Provide training and support to employees on the use of IT resources.
  • Update software and hardware to maintain strong IT security.
  • Build and maintain relationships with internal and external stakeholders to understand business issues and requests.
  • Support and maintain Audio Visual equipment and Video conferencing tools such as Slack and Google Meet.
  • Redirect problems to appropriate resources and teams as required.
  • Manage the inventory and availability of assets by maintaining an accurate asset register.
  • Perform other projects and duties as required.

Qualifications:

  • Information Technology or a related qualification.
  • ITIL Foundation Certificate.
  • Knowledgeable in, but not limited to:
  • ○ Ticket management systems like Freshdesk/Freshservice.
  • ○ Microsoft Windows and/or MacOS system administration.
  • ○ Software Patching Platforms, such as Automox or WSO.
  • ○ Information Security Fundamentals.

Experience:

  • At least 5 years of proven experience in a similar role, preferably senior.
  • Proficient in dealing with high-touch/VIP/C-Suite users.
  • Intermediate problem-solving and technical troubleshooting skills, with proven time management capabilities.
  • Solid understanding of computer hardware, operating systems, networks, and software applications.
  • Excellent communication skills and the ability to interact effectively with users at all levels of technical expertise.
  • Proven ability to work independently and collaboratively within a team environment.
  • Proactive mindset with a passion for learning and staying updated with emerging technologies.
  • Confident in following documented processes and executing instructions without supervision.
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