Desktop Technical Support Professional

2 weeks ago

Sydney, New South Wales, Australia beBeeSupport Full time $100,000 - $140,000

Job Opportunity: Technical Support Specialist
We are seeking a skilled Technical Support Specialist to provide senior technical support to our customers in relation to maintenance, installation, use and repair of organisational infrastructure and applications.

About the Role:

This role focuses on delivering a client-focused service experience in a professional and timely manner while maintaining customer relationships and complying with SLAs.

Key Responsibilities:

  • Resolve more complex technical issues escalated by the team
  • Answer customer problems and queries in an effective and timely manner
  • Effectively use the existing escalation process as required
  • Regularly update customers on progress during problem resolution
  • Contribute to team problem resolution processes and actively share knowledge
  • Enhance customer satisfaction through provision of a quality support service
  • Adhere to contracted SLA
  • Provide meaningful, relevant, timely and accurate updates to call logging system
  • Project a positive and professional image when representing the organisation

Requirements:

  • A minimum of 4 years' experience in a Desktop Analyst or related role with proven troubleshooting skills in a desktop support role
  • Ability to deal with busy, high-pressured situations
  • Highly developed customer service skills
  • Developed documentation skills for procedure updates and report creation
  • Proven ability to work within deadlines with minimum supervision
  • Knowledge and working experience of security protocols
  • Experience with technologies including Active Directory user/group/administration, Windows 10/11 build and full management via InTune/AutoPilot and SCCM, Desktop Application deployment through SSCM and Intune Policies, Fleet Management (laptops, mobiles, iPads, and desktops), MAM / MDM operational management, Operational experience with Exchange Shell/GUI, OneDrive, InTune/Autopilot, Azure AD and Powershell
  • Hold a Current Australian Department of Defence baseline security clearance or the ability to obtain a clearance. Azure Virtual Desktop (AVD) experience would be highly regarded.

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