Technical Support Specialist
10 hours ago
The City of Parramatta is undergoing significant transformation, becoming Sydney's Global City. This growth and investment provide a unique opportunity to shape the city's future, ensuring it remains culturally, socially, environmentally, and economically sustainable.
Job Summary
This technical support specialist role is responsible for delivering exceptional customer service to the business. As the first point of contact, you'll manage ICT-related incidents and requests, supporting daily operations. Your duties will involve:
- Providing customer-centric support for technology-related issues, including end-user equipment and applications.
- Ensuring tasks are completed within agreed service level agreements, with timely escalation where necessary.
- Accurately documenting customer/call details in the Service Desk portal.
- Championing ICT change by working with project teams to promote and support customers through technology transformations.
- Developing knowledge base articles to assist both ICT teams and customers in resolving incidents.
- Maintaining compliance with ITIL, ICT Change Management, and Cyber Security principles.
To succeed in this role, you should have:
- At least 3 years' experience in customer support within a large ICT environment, demonstrating a proven track record of achieving objectives.
- Demonstrable expertise in Azure Active Directory, Exchange Management Console, SCCM, M365 (including Intune), hardware configuration and installation, Mobile Device Management, and ITSM management tools.
- Familiarity with aspects of Council infrastructure, including Azure Active Directory, Microsoft Exchange (M365), IIS, networking.
- Tertiary qualifications in computing or ICT, or relevant industry experience.
- ITIL v3/4 foundations certification.
- Strong customer service and outcome-oriented mindset.
- An analytical approach to interpreting data and communicating insights.
- Understanding of cyber security principles and practices.
- Exceptional communication skills.
We provide an attractive total remuneration package from $85,293 to $93,952, plus 11.5% superannuation. Additionally, you'll receive:
- A range of flexible work arrangements, including hybrid WFH options.
- 14 weeks paid parental leave.
- Access to Long Service Leave after 5 years.
- Central Parramatta location with public transport accessibility and discounted parking.
- Significant leave benefits, including up to 12 days flexi-time, 3 additional leave days at Christmas, 15 days sick/personal leave, and 2 days health and wellbeing leave per year.
- Learning and Development opportunities.
- Health and Wellbeing programs (Fitness Passport, Flu Shots).
Please note that you must be an Australian or New Zealand citizen or hold permanent residency or have unlimited working rights in Australia to apply for this position.
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