IT Support Technician

2 weeks ago

Sydney, Australia SKUTOPIA Full time

**About us**:
SKUTOPIA is a fast-growing Australian startup on a mission to decarbonise and democratise logistics. We're building an innovative ecosystem that powers the booming eCommerce industry. SKUTOPIA is a cloud-based Software as a Service (SaaS) & Robotics as a Service (RaaS) solution provider allowing eCommerce businesses to manage orders across multiple storefronts, as well as inventory, shipping and warehousing all in one platform. We provide highly robotised 3PL services, utilising our proprietary software and AI technology for fast delivery, quality control and accuracy.

**About The Role**

As a Level 1 IT Support Technician, you will provide technical assistance, such as setting up new employees, troubleshooting software or hardware issues, printer, bluetooth or wifi issues, to internal employees within the SKUTOPIA offices, our members in our co-working space and ensuring our tech equipment is operating within our fulfilment centre.

Reporting to the Senior IT Manager, this role involves working in a fast-paced startup environment with a wide range of stakeholders across the business. You will play a crucial role in ensuring the smooth operation of our company's technology infrastructure and assisting employees in resolving their IT-related queries.

**In this role you will**:

- Provide first-line technical support: Respond to incoming support requests from end-users via our ticketing system. Assist users in troubleshooting and resolving technical issues related to hardware, software, network connectivity and other IT systems.
- Respond to incoming support requests and prioritise tasks based on urgency and impact on end-users.
- Provide AV support for on-site meeting rooms and internal events
- Perform system administration tasks: routine maintenance tasks such as backups, system updates, and installing patches.
- Being responsible for asset, device and password management.
- Application training and creation of associated documentation.
- Write clear and comprehensive documentation: Accurately record and document support interactions and activities in the ticketing system. Maintain detailed records of troubleshooting steps, resolutions, and other relevant information. Along with contributing to our knowledge base
- Escalate complex issues: Identify and escalate technical problems that require further expertise or resolution beyond the Level 1 scope to the appropriate external support.
- Keep up-to-date with the latest IT technologies, trends, and best practices.

**We think you will need**:

- Technical knowledge: Good understanding of computer hardware, software, operating systems, and network fundamentals, including in cloud-based environments. Familiarity with Google Workspace, Slack, Jumpcloud and Cisco Meraki is a bonus but not essential.
- Problem-solving skills: Ability to analyse and diagnose technical issues, identify root causes, and propose effective solutions.
- Strong troubleshooting skills, communication and attention to detail.
- Customer service orientation: Excellent interpersonal and communication skills, with a customer-centric approach. Patience, empathy, and the ability to handle challenging situations professionally.
- Time management: Strong organisational skills to prioritise tasks and manage multiple support requests simultaneously. Ability to work under pressure and meet deadlines.
- Documentation skills: Proficiency in documenting support interactions, troubleshooting steps, and resolutions.
- Professionalism: Commitment to providing high-quality support services and the ability to maintain confidentiality and handle sensitive information appropriately.

When you join us, you'll be an important pillar of a rapidly growing startup. From day one you will be challenged to take risks, think big and make an impact while getting lots of love and support from the team. With our expected growth over the next 12 months, this is a role with plenty of breadth and variety where you can grow with us and be proud of what we achieve together.

We are an equal opportunity employer and proudly welcome people from all diverse backgrounds. When you join SKUTOPIA, we want you to bring your whole self to work and we value your unique contribution.

**What's next?**

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