Technical Support Specialist

1 day ago

Perth, Western Australia beBeeSupport Full time $90,000 - $120,000
Technical Support Specialist

The role involves dealing with a wide range of technical issues and user requests, varying in complexity from simple password resets to intricate software or hardware problems.

The specialist must have the ability to handle diverse issues and possess technical knowledge to diagnose and resolve problems effectively.

Responsibilities
  • Customer Service: Providing excellent customer service is crucial for level 1 support. This includes maintaining a professional and friendly demeanor.
  • Service Delivery: Prompt and accurate assistance to end-users is essential.
  • Troubleshooting: Level 1 support should be able to effectively troubleshoot and resolve basic technical issues faced by end users.
  • Incident Management: Effectively managing and documenting incidents.
  • Advanced Troubleshooting: Level-2 technical support should possess advanced troubleshooting skills to diagnose and resolve complex technical issues.
  • Escalation Management: Is a crucial function for level 2 technical support, involving effectively handling and prioritizing technical issues that require escalation.
About You
  • A bachelor's degree in information technology, computer science, or relevant certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or equivalent.
  • Experience with Azure AD and Intune.
  • Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
  • Proven experience working in a technical support role, preferably in a service desk or help desk environment.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Flexibility to work occasional evenings, weekends, and holidays as needed.
  • Strong understanding of ITIL & ITSM principles and best practices.
  • Proficiency in troubleshooting hardware devices, software, telecommunications, and network issues on windows devices and mobile devices.
  • Demonstrated experience in maintaining and developing local IT guidelines, processes, practices, and procedures that support high-quality customer service.
Eligibility

This role requires a current national police clearance and an Australian Defence Security Clearance. Your eligibility for this role depends on obtaining and maintaining such clearance.

To check your eligibility, visit the Australian Government Security Vetting Agency website.

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