Help Desk Support Specialist

4 hours ago


Brisbane, Queensland, Australia LIMELIGHT PEOPLE Full time
Role Overview

LIMELIGHT PEOPLE is seeking an experienced Help Desk Support Specialist to join our team in Brisbane. As a Help Desk Support Specialist, you will be responsible for providing first-class proactive and reactive support to our customers across their infrastructure.

Job Description

The successful candidate will have solid Level 2 Support experience and excellent troubleshooting and analytical skills. You will take ownership of the service desk, manage customer expectations, and provide technical assistance over the phone and email. Travel to customer sites may be required to provide technical support. Additionally, you will respond to escalations from the team when needed, fulfill Service Requests within SLAs, participate in customer meetings, and assist the sales team with technical pre-sales for our cloud offerings.

Key Responsibilities:
  • Taking ownership of the service desk and managing customer expectations
  • Providing technical assistance over the phone and email
  • Traveling to customer sites to provide technical support
  • Responding to escalations from the team when needed
  • Fulfilling Service Requests within SLAs
  • Participating in customer meetings
  • Assisting the sales team with technical pre-sales for our cloud offerings
Requirements

To be successful in this role, you will need:

  • Ability to work autonomously
  • Excellent written and verbal communication skills
  • Previous customer support experience in a complex environment
  • Excellent troubleshooting and analytical skills
  • Experience in a similar role with a Managed Service Provider will be highly regarded
  • Experience managing Microsoft Office365 and Azure
  • Experience supporting Windows desktop environments, including Windows 7, 8, and 10
  • Experience with troubleshooting business internet, router, and Wi-Fi issues
  • Experience in configuration and administration of Windows Servers
  • Experience in configuration and administration of Active Directory domains, including Group Policies, Microsoft Clustering, and IIS
  • Experience supporting web hosting, including cPanel
  • Able to work in a fast-paced environment
  • Familiarity with the ITIL framework would be highly regarded
  • Current Microsoft certifications will be highly regarded


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