Technical Support Specialist
2 weeks ago
Stowe Australia is a leading electrical and communications company with a rich history dating back to 1910. As a third-generation family-owned business, we prioritize the development and retention of our employees, earning us a reputation as an employer of choice in the industry.
The RoleWe are seeking a skilled Customer Service Analyst to provide first-line technical support for internal and external customers, addressing hardware and software issues via phone, email, and in-person interactions. This role plays a critical part in maintaining the efficiency and effectiveness of our IT services, ensuring high levels of customer satisfaction and prompt resolution of technical problems.
Key Responsibilities- Incident Management: Receive, log, and manage calls from internal and external customers via telephone, email, and service desk software. Provide initial investigation and diagnosis, resolving incidents whenever possible.
- Problem Resolution: Troubleshoot and resolve hardware, software, and network-related issues. Guide users through step-by-step solutions over the phone, via email, or in-person.
- Customer Support: Deliver excellent customer service, ensuring users are informed about the status of their issues and requests. Follow up with users to confirm that problems have been resolved satisfactorily. Offer training and support to users on standard hardware and software usage.
- Service Requests: Fulfill service requests, such as setting up new user accounts, configuring hardware, and installing software. Ensure service requests are completed within agreed timeframes and meet high standards.
- System Monitoring and Maintenance: Monitor IT systems and services for performance and availability issues. Perform routine system checks and maintenance tasks to ensure smooth operation of IT services. Assist with the deployment of new hardware and software, including testing and documentation.
- Documentation and Reporting: Maintain accurate records of incidents, service requests, and changes in the service desk management system. Produce regular reports on service desk performance and identify trends or recurring issues. Contribute to the development of service desk policies and procedures.
To succeed in this role, you will require:
- ITIL Foundation certification (highly desirable)
- CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or other relevant certifications (highly considered)
- A minimum of 2 years of experience in a technical support or service desk role
- Proven experience in supporting IT infrastructure, including hardware, software, and networks
- Experience with IT service management tools and ticketing systems
- Strong understanding of ITIL principles and practices
- Excellent troubleshooting and problem-solving skills
- Strong communication and customer service skills
- Ability to work under pressure and manage multiple tasks simultaneously
- Proficiency with Microsoft Office Suite and common IT support tools
We offer:
- A competitive salary: $80,000 - $110,000 per annum, depending on experience
- A dynamic work environment with rostered variable hours, including Saturdays
- Opportunities for professional growth and development
- Must hold the right to work in Australia
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