End User Technical Support Specialist

2 days ago

Melbourne, Victoria, Australia beBeeTechnical Full time $90,000 - $135,000

Job Overview

We are seeking a skilled IT Professional to join our team as an End User Support Specialist. In this role, you will provide technical assistance and support to customers in a fast-paced environment. Your responsibilities will include troubleshooting and resolving technical issues, performing routine maintenance tasks, and delivering excellent customer service.

Key Responsibilities:

  • Provide technical assistance and support to customers via phone, email, and in-person interactions
  • Troubleshoot and resolve technical issues with IT devices and systems
  • Perform routine maintenance tasks, including software updates and hardware replacements
  • Collaborate with regional teams to track and prioritize incidents and tasks
  • Conduct performance analysis and provide feedback to functional leads and colleagues
  • Participate in technical meetings internally and with Suppliers
  • Contribute to technical documentation, procedures, and process definitions

Requirements:

  • Certificate Level qualifications in IT and typically 4 or more years' related work experience or an equivalent combination of education and experience
  • At least 2 years of experience in PC Support, with Windows 10
  • Ability to obtain a security clearance to SECRET as required
  • Working knowledge and experience with PC hardware and peripheral equipment
  • Exposure to Networking with Fibre and Ethernet LAN's
  • High level of knowledge around IT Service Center, Ticket Management
  • Experience of any workload management tool preferably Service Now
  • Driver's license and ability and willingness to travel to remote sites if required
  • Excellent communication skills with good quality interpretation, written, communication and documentation skills
  • Good analytical and problem-solving skills
  • Customer Facing Skills, services oriented
  • Self-Motivated, able to succeed with limited directional oversight
  • Strong Communication skills
  • Advanced English Level
  • Positive team player, keen to get stuck in to get the job done committed to excellent customer service
  • Ability to influence at all levels
  • Good Conflict Management Skills
  • Able to work under pressure
  • Ability to adapt quickly and lead change
  • Work effectively in a team-based organization
  • Multitasking and ability to work in a high-pressured environment, extra hours, and weekend (when required)
  • Self-Directed Learner / Desire to learn new technologies

Working Conditions:

The IT Technician frequently interacts with a globally diverse user base, in a primarily English communication environment. Understanding a customer's request or coordinating with global IT teams, in English, will be mandatory.

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