Technical Support Specialist
3 weeks ago
Pathfinder Recruitment is seeking a skilled Technical Support Specialist to join their team in Perth. As a Help Desk Engineer, you will play a crucial role in managing and resolving technical issues for clients in a fast-paced MSP environment.
Key Responsibilities:
- Triage incoming tickets, answer phone calls, and work closely with senior engineers to resolve issues efficiently.
- Deliver outstanding customer service to clients, ensuring their technical needs are met with professionalism and urgency.
- Identify, document, and create knowledge base articles for common issues to enhance team efficiency and client support.
- Build and nurture strong relationships with clients and internal team members, ensuring smooth communication and collaboration.
- Prioritize and manage workload based on guidance from managers and senior engineers, ensuring timely and effective issue resolution.
Key Qualifications:
- 2+ years of experience in a similar IT support role, preferably within a Managed Service Provider (MSP) environment.
- Strong troubleshooting skills, including effective prioritization, escalation, and ticket management.
- Understanding of network monitoring concepts and management tools.
- You work well in a busy team environment, quickly learning and adapting to handle a variety of technical issues.
- You are a problem-solver with excellent communication skills, both written and verbal.
- Australian Permanent Resident or Citizen.
Tech Stack:
- Hands-on experience with the following technologies:
- Microsoft OS (Desktop & Servers)
- Microsoft Office 365
- Entra/Azure AD
- DNS/DHCP
- Switches, Routers & Firewalls
- Ticketing systems (ConnectWise preferred)
- Remote Monitoring and Management (Datto preferred)
We are excited to bring this opportunity to market and look forward to hearing from you.
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