15h Left: IT Support Specialist

4 weeks ago

Sydney, New South Wales, Australia Fadv Remote Work Freelance Full time
The IT Support Specialist will act as a single point of contact, providing the highest level of customer service for internal support requests, including both IT and non-IT queries. This role involves troubleshooting, referencing Knowledge Base (KB) articles, and gathering information to route requests to the appropriate support team within First Advantage. The Service Desk team will coordinate and monitor support requests until completion.

Responsibilities:

- Respond to requests/queries via in person, phone, or electronic communication.
- Monitor JSM tickets and assign them as per the weekly schedule.
- Provide end-user support for hardware and software, diagnosing and resolving issues.
- Research issues using available knowledge bases.
- Document and log all issues reported to Help Desk.
- Resolve desktop issues reported via tickets or email.
- Follow up daily on pending tickets to ensure closure and meet SLAs.
- Set up and configure desktops, printers, scanners, and peripherals for local support.
- Work in a 24/7 environment on a shift basis.
- Escalate issues to appropriate teams and management.
- Manage Active Directory accounts and groups.

Required Skills & Qualifications:

- Minimum 6 months experience in BPO or call center environment.
- Basic computer literacy.
- Strong written and verbal communication skills.
- Good interpersonal skills.
- High attention to detail.
- Logical reasoning abilities.
- Flexibility to work on different hours.
- Fluent reading and writing skills in English and the relevant language.

Education & Experience:

- Bachelor's Degree preferred.
- At least 1 year experience in remote desktop support, systems administration, or IT operations in a Windows environment.
- Knowledge of ITIL processes; ITIL V3 certification is advantageous.
- Experience with systems architecture, hardware, network configuration, telephony, Microsoft O365, TCP/IP networking, and supporting remote users.
- Previous experience in a corporate setting.

Working Environment:

- Hybrid work model; office located at 61 York Street, Sydney, NSW 2000, Australia.

First Advantage is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, ethnicity, religion, sex, national origin, sexual orientation, age, disability, veteran status, or any other protected class.

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