Level 2 Ict Helpdesk

4 weeks ago

Melbourne Western Suburbs, Australia Superior People Recruitment Full time

The main responsibility of this Level 2 ICT Helpdesk person is supporting existing customers around hardware, software and networks issues relating to desktops, servers, telephony systems and internal networks (firewalls, switches etc )

Company will provide a flexible workplace able to work from home and in the office. Ideal is a minimum of 2 days per week at a customer’s site or in the office. Office locations in Footscray, Hoppers Crossing and Geelong. Successful person can base themselves in either office

Product specialisations include;
- Microsoft Modern Workplace - great for a person looking to enhance their Microsoft skills especially around cyber security and InTine and cloud
- Networks - Cisco Meraki and Fortinet
- Telephony - Microsoft TEAMs phone systems and Telstra TIPT

The successful applicant will have the ability for career progression and autonomy at work.

**Responsibilities**:

- Respond to incoming helpdesk requests from clients and provide timely and accurate technical assistance.
- Diagnose and troubleshoot hardware, software, and network issues reported by end-users.
- Resolve escalated support tickets efficiently while ensuring customer satisfaction and meeting SLAs.
- Collaborate with support technicians to resolve complex technical issues and provide guidance and mentorship as needed.
- Conduct in-depth analysis of recurring issues to identify root causes and recommend long-term solutions for process improvement.
- Support the administration and maintenance of IT infrastructure, including servers, network equipment, phone systems and security systems.
- Create and update technical documentation, knowledge base articles, and user guides to enhance self-service options for end-users.
- Assist with user onboarding and offboarding processes, including account creation, access provisioning, and equipment setup.
- Stay up-to-date with emerging technologies, industry trends, and best practices in IT support and implement relevant knowledge into daily tasks.

**Requirements**:

- Proven work experience as an ICT Helpdesk Support Specialist or similar role.
- Solid understanding of IT infrastructure components, including hardware, software, networks, and servers.
- Proficiency in diagnosing and troubleshooting a wide range of technical issues, both remotely and in-person.
- Familiarity with Active Directory, Exchange, and basic network protocols (TCP/IP, DNS, DHCP).
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users effectively.
- Exceptional customer service orientation with a focus on delivering positive support experiences.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Proactive problem-solving skills and a keen eye for detail.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) will be a plus.

Immediate start available.

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**_ Superior People Recruitment are a leading Melbourne Employment Agency._

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