Technical Resolution Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeITSupport Full time $90,000 - $125,000
IT Support Specialist

This role involves providing technical assistance to customers regarding hardware, software, and network issues. Incident troubleshooting is key, with more complex problems escalated to senior specialists.

Responsibilities
  • Analyze incidents to identify restoration actions
  • Diagnose and resolve technical problems
  • Monitor assigned incident status and progress
  • Assist with service request fulfillment
  • Detect potential problems and record them
  • Inform affected partners about progress
  • Escalate processes as necessary
  • Provide support for PCs, mobile devices, and peripherals
  • Support telephony and unified communications systems
  • Manage accurate hardware and software inventory information
  • Develop knowledge articles for publication
  • Offer basic training to end users
  • Participate in an on-call shift rota for out-of-hours IT support
Requirements
  • HS diploma or equivalent required
  • ITILv3 Foundation Certification preferred
Essential Skills
  • 2 years of experience supporting IT systems customers
  • Excellent technical knowledge of computer hardware, software, and networking
  • Excellent communication skills and ability to interact positively with others
  • Solid understanding of networking fundamentals including TCP/IP
  • Experience using Microsoft InTune or other MDM platforms desired

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