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Expert Technical Support Specialist
2 weeks ago
Technical Support Specialist
About the RoleWe are seeking a skilled Technical Support Specialist to provide expert assistance to users. The ideal candidate will be able to troubleshoot and resolve complex technical issues in a timely manner, ensuring optimal efficiency of ICT systems and networks.
Key Responsibilities- Utilize a range of tools and methods to address user support queries and restore user's ICT systems and networks to optimal performance.
- Collaborate with vendors to ensure prompt resolution of system availability issues.
- Manage setup activities for users to ensure seamless onboarding and offboarding processes.
- Apply ITIL frameworks and methodologies to address user queries for system issues and networks, ensuring optimal efficiency.
- Develop and maintain support documentation to assist others in restoring services and reducing the impact of unplanned outages.
- Stay up-to-date with new technologies and systems to assist users in resolving technical issues within service level agreements.
- Identify opportunities for service improvements in application support activities to drive continuous service improvement across the organization.
- You will be an experienced Technical Support Specialist with expertise in working with diverse user groups.
- A strong understanding of the ITIL framework is required, with preferred experience in JIRA Service Management.
- A strong preference is having existing experience working in a Platform User Support role within a similar industry.
- Previous experience with Dispute Case Management systems operated by the Personal Injury Commission is desirable.
- You will be a strong communicator and have the ability to foster effective working relationships with users at all levels.
- You are self-motivated and committed to delivering quality outcomes.
