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IT Support Specialist

2 months ago

Kingsford, Australia Ahrens Full time
About the Role

Ahrens is seeking a skilled IT Support Specialist to join our team. As a key member of our support team, you will be responsible for providing timely and effective level 2 or 3 support for all staff, ensuring the smooth operation of our IT systems and applications.

The ideal candidate will have excellent communication skills, be customer-focused, and possess advanced troubleshooting and multi-tasking skills. You will be responsible for diagnosing and resolving basic technical issues, providing quality support, and escalating unresolved issues to the next level of support personnel.

Key Responsibilities
  • Provide first point of contact for customers seeking technical assistance.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Identify and suggest possible improvements on procedures.
  • Provide first level contact and convey resolutions to customer issues.
  • Properly escalate unresolved queries to the next level of support.
  • Track, route and redirect problems to correct resources.
  • Update customer data and produce activity reports.
  • Follow up with customers, provide feedback and see problems through to resolution.
Requirements
  • Proven experience as a help desk technician or other customer support role.
  • Tech savvy with working knowledge of office automation products, databases and remote control.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Ability to diagnose and resolve basic technical issues.
  • Excellent communication skills.
  • Customer-focused.
  • Ability to prioritise and monitor tasks.
  • Advanced troubleshooting and multi-tasking skills.
Why Work at Ahrens

Ahrens is a dynamic and growing company that values its employees and provides a positive and supportive team culture. We offer a range of benefits, including employee assistance programs, discounts to corporate partners, and opportunities for career progression.