Service Desk Support Specialist

1 week ago

Kemps Creek, New South Wales, Australia Techtronic Industries Full time
About the Role

We are seeking a highly skilled Service Desk Support Engineer to join our team at Techtronic Industries. As a key member of our IT department, you will be responsible for providing top-notch support to our onsite and remote staff, ensuring that they have the tools and resources they need to succeed.

Key Responsibilities:

  • Install and configure hardware and software to meet the needs of our staff
  • Manage and maintain our warehouse devices, including scanners and label printers
  • Respond to tickets in a timely and efficient manner, adhering to our Service Level Agreement (SLA) guidelines
  • Record and document the help desk request process, including actions taken and final resolutions
  • Repair and replace equipment as needed, ensuring minimal downtime for our staff
  • Provide onsite and remote support to end users, including assistance with AV setups and new workstation deployments
  • Test and evaluate new technology to ensure it meets our business needs
  • Create documentation for staff training purposes, ensuring that they have the knowledge and skills needed to succeed
  • Resolve Tier 1 support tickets, escalating complex issues to senior engineers as needed

Requirements:

  • Degree in Computer Science or Associate Degree with a minimum of one year of technical support experience
  • A+, Net+, and ITIL certification highly desirable
  • Excellent customer service skills, with a strong focus on empathy and communication
  • Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
  • Excellent verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical staff
  • Strong interpersonal skills, with the ability to build relationships with staff at all levels of the organization
  • Reliable and self-motivated, with a strong work ethic and attention to detail
  • Solid understanding of computers, networks, and software, with experience using MS Office applications
  • Experience working with vendors for break-fix and servicing issues

Preferred Qualifications:

  • Previous experience with ServiceNow or other ticketing systems
  • Ability to work in a high-pressure environment, with a strong focus on meeting deadlines and delivering results
  • Willingness to learn new technology and software, with a strong desire to stay up-to-date with the latest industry trends and developments

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