Bts Support Technician

4 weeks ago


Sydney, Australia AccessEAP Full time

AccessEAP is an Australian owned and not-for-profit organisation with over 30 years in the EAP industry. AccessEAP is very proud to be one of the founding members of the EAP industry in Australia. We develop and refine best practice from a diverse experience base across the broad range of industries that we work with.

AccessEAP is looking for an experienced BTS Support Technician to help with day to day technical issues and to provide support to the business.
- Hybrid working arrangements
- Salary sacrificing
- Central CBD location
- $89,200 package (base + super)

**Main accountabilities**
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Resolve customer incidents and requests in an effective and timely manner
- Direct unresolved issues to the next level of support personnel
- Monitor all problems reported to the helpdesk and ensure customers are regularly notified of updates to their incidents/requests
- Record events, incidents, requests and problems and their resolution in the IT Service Management tool.
- Produce records reflecting Helpdesk and job stream statistics in a timely manner and monitoring call volumes to avert potential escalated incidents
- Maintain a knowledge base transferrable to our customers for self-serve
- Keeping Management aware of potential areas for product enhancement and educational requirements. Liaising with Managers/Supervisors regarding potential incidents or problems.
- Identify and suggest possible improvements on procedures and processes
- Liaise effectively with Suppliers and MSP’s.

**Position requirements**
- Proven experience as a Senior Service Desk/System Analyst or other customer support role
- Good understanding of computer systems, servers, wired and wireless networking, mobile devices and other tech products
- Ability to diagnose and resolve basic to inter-mediate technical issues
- BSc/BA in IT, Computer Science or relevant field

Pay: $89,200.00 per year

**Benefits**:

- Salary packaging
- Work from home

Work Location: Hybrid remote in Sydney NSW 2000

Application Deadline: 29/03/2025



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