IT Support Technician

4 months ago

Brisbane, Australia Penske Full time

**About Penske**

At Penske, we know that it's our people and partners that drive our success. With over 1,300 team members across Australia and New Zealand, Penske aims to make a difference in the lives of all our customers and stakeholders. Not only are we an iconic brand in both the business and racing worlds, Penske is also a Fortune 500 company with a global presence. Operating across some of the most dynamic on and off-highway markets in the country, including road transport, energy solutions, mining, rail, defence, and commercial marine.

Penske is a leading distributor of premium power systems solutions from **_mtu _**(a Rolls-Royce brand)**, **Detroit** and **Allison Transmission** and the authorised distributor of **Western Star Trucks**, **Dennis Eagle** and **MAN Truck & Bus**.

**About the role**

The **IT Support Technician **will be primarily focused on providing friendly customer service to our staff across Australia and New Zealand on all kinds of level 1 and Level 2 IT related matters. This is a full time permanent position based in our Brisbane office (Wacol) and reporting to the IT Service Delivery Manager.

**About You**
- 2 + years' experience in an IT service desk / contact centre environment
- A passion for providing an excellent customer experience both in person and over the phone
- Great interpersonal and communication skills
- Self-motivated, proactive with the ability to work without direct supervision
- Able to proactively follow up on requests and communicate with customers frequently, providing a high level of customer service
- Ability to prioritise work and manage expectations
- Experience supporting Windows 10 and Microsoft Office 365
- Experience with Microsoft Active Directory, Exchange 365 and SCCM
- ITIL Foundations, CompTIA, Microsoft and Cisco Certifications preferred

**Your key responsibilities will include**
- Be the first point of contact to troubleshoot, and problem solve Level 2 desktop and allocation support requests
- Provide a high level of customer service via telephone, remote login or in person
- Update assigned support service requests by providing our customers with appropriate responses and friendly communications and keeping within Service Level Agreements (SLA)
- Adhere to policies as per corporate manuals and directives and manage and maintain internal systems when directed
- Schedule and coordinate with internal engineers for more complex external support resolutions
- Assist in the administration and technical support of the Local Area Network (LAN) and Wide Area Network (WAN) environments
- Work autonomously and as part of a team to bring solutions and ideas to improve work performance
- Develop continuous improvement initiatives to analyse, review, and optimize the Technical Support Desk based on best practices, including risk assessment of IT operations
- Provide Operational Support of IT technical policies and procedures as required to ensure compliance with corporate standards
- Work with vendors, service providers and other 3rd parties to keep abreast of new technologies, implement strategic projects and work through warranty and support opportunities until fix/resolution

**Why choose Team Penske?**
- Competitive Remuneration
- Flexible work arrangements such as Hybrid Work from Home arrangements
- Family Friendly Benefits, including Paid Parental Leave
- Accredited Training & Development Programs
- Generous Employee Referral Program
- Employee Assistance Program
- Commitment to providing the highest levels of safety, technical and leadership training
- Reward and Recognition Programs

**Be ambitious. We are.

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