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Desktop Support Technician

1 month ago

North Sydney, Australia New Era Technology Full time

New Era Technology provides a team-oriented culture, a positive environment filled with an incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field.

We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.

**Primary Responsibilities**:

- Monitor computer hardware performance and diagnose system issues
- Upgrade computers through the addition of new hardware, such as additional RAM or a new disk drive
- Replace worn or defective parts and clean computer hardware according manufacturers’ specifications.
- Perform testing of equipment that has been repaired, prior to returning the equipment to the user.
- Set up new configurations for computers including OS image deployment
- Track and route problems and requests tickets while thoroughly documenting actions and resolutions
- Identify, prioritize and escalate situations requiring urgent attention.
- Perform system health check and mitigation to meet software and security standards including encryption, patching and backup.
- Core Client Hardware and Software Environment to include (but not limited to) - Lenovo Thinkpad laptops, MAC Books, MAC OS, Microsoft Windows 10/11 OS, Microsoft Office 365 / 2011/ 2016, Crashplan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, PingID, SCCM, Casper.

**Knowledge and Skill Requirements**:

- Sound technical skills in installation and troubleshooting of relevant software and hardware in both Windows and MacOS environments.
- Knowledge and experience of customer IT service delivery, ticketing and knowledge-based systems, ServiceNow experience is a plus.
- Extensive experience of supporting Office 365.
- A+ certification or equivalent years of experience.

**Key Competencies**:

- Positive attitude and collaborative approach in working within a team environment
- Strong customer service skills
- Strong oral and written communications
- Ability to learn and adapt quickly to changes
- Critical thinking and analytical capabilities in troubleshooting and problem solving.
- Planning, organizing and prioritizing skills.
- Attention to detail.
- Ability to be flexible and handle stressful situations at times.

Pay: $63,000.00 - $65,000.00 per year

Schedule:

- 8 hour shift

Application Question(s):

- Should have good knowledge of Mac based devices.
- Do you have 23 to 3 years' experience in administering Mac & Windows Based Desktops and Laptops?

**Experience**:

- ServiceNow: 1 year (required)

Licence/Certification:

- CompTIA A+ (preferred)