System Support Officer, Nsw, 3 Months

2 weeks ago

Sydney, Australia Infopeople Full time

System Support Officer
- NSW
- 3 Months

**Overview**

The System Support Officer provides broad-ranging Tier 2 support to users utilising a range of media (including the infrastructure environment and software) to troubleshoot and resolve issues of moderate complexity across the Online testing environment.

**Key accountabilities**
- Utilise appropriate tools and methods to address user support queries and user’s issues on Online Testing systems and networks to optimum efficiency
- Manage set-up activities for Online devices and systems and monitor their performance to limit or prevent loss of service to end-users
- Create and maintain support documentation to assist others in restoring services and reduce the impact of unplanned outages
- Follow directions, and conform to workplace policies.

**Key challenges**
- Balance competing demands to ensure customer Service Level Agreements are met.
- Liaising with the L1 support team, vendors reliably, with prompt response during critical events.

**Skills**
- Demonstrated experience in technical support, preferably for Online services.
- Application technical support and network troubleshooting skills.
- Knowledge of network protocols and security concepts and best practices.
- Strong technical analytical, problem solving, and troubleshooting skills.
- Troubleshooting experience across various devices’ operating systems (MAC OS, Chromium OS, iOS, and Windows).
- Experience using incident management systems.
- Technical documentation skills.
- Organizational skills, with the ability to prioritize assigned tasks, work under pressure, individually and within a team.
- Ability to communicate technical matters to a non-technical audience, follow directions, and adhere to workplace policies.

**If this sounds like you**:
**Infopeople - Josie Bandiola**

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