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Senior IT Support Specialist

2 months ago

Newcastle East, New South Wales, Australia GFG Alliance Full time
About the Role

As an IT Support Engineer with the GFG Alliance, you will be responsible for delivering exceptional onsite Level 1 and Level 2 IT support to our customers, adhering to industry best practices and operational procedures. Your primary focus will be on providing timely and quality service and support for our IT infrastructure.

Key Responsibilities
  • Respond to and resolve all escalated incidents and problems from the IT Service Desk
  • Provide onsite service and support for customers, ensuring a positive experience
  • Log all incidents and follow due process through to final resolution using our ITSM ticketing tool
  • Maintain high levels of service quality and timeliness, ensuring customer satisfaction
  • Develop and maintain strong working relationships with customers and stakeholders, fostering a collaborative environment
  • Analyze system performance and problem logs to identify trends and areas for improvement
  • Ensure accurate and timely documentation of IT service support and problem/incident management
  • Identify opportunities for improvement in IT service support and implement changes as needed
Requirements
  • Bachelor's degree in Information Technology, Computer Science, or a related field
  • Relevant experience in IT Service Support, preferably in Field Services
  • ITIL certification or experience working in an ITIL environment
  • Passion for delivering exceptional customer service and resolving complex technical issues
  • Experience working with ITSM ticketing tools and technologies
  • Previous experience in Incident Management, Problem Management, and Service Level Management
  • Proficient troubleshooting skills in Microsoft Windows-based environments, Microsoft O365, Remote Desktop and Access, Networking, and device management