Technical Support Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeProblemSolver Full time $80,000 - $110,000
Job Role Summary:

The ideal candidate for this position will be responsible for providing technical support and troubleshooting services to ensure the smooth operation of IT systems.

Key Responsibilities:
  • Respond to requests regarding hardware, software, and network issues.
  • Identify and resolve technical problems using established procedures and troubleshooting skills.
  • Pass more complicated issues to senior service specialists for further investigation and resolution.
  • Monitor the status and progress towards resolution of assigned incidents.
  • Assist with the fulfillment of service requests and detection of possible problems.
  • Keep affected business partners informed about progress.
  • Escalate processes as necessary per established escalation policies.
  • Provide hardware and software support for all supported personal computer and mobile devices plus associated peripherals.
  • Provide basic support of telephony and UC systems.
  • Support conference room audio video equipment.
  • Maintain accurate hardware and software inventory and configuration information.
  • Develop knowledge articles for publication to technical and non-technical personnel.
  • Provide basic training to end users on an ad-hoc basis.
  • Work as part of an on-call shift rota for out-of-hours IT support.
Requirements:
  • High school diploma or equivalent required.
  • Microsoft Certified Professional qualification (MCP) preferred.
  • ITILv3 Foundation Certification preferred.
Desirable Skills:
  • 2 years of experience supporting IT systems customers in a technical environment.
  • Excellent technical knowledge of computer hardware, software, and networking issues.
  • Proficient PC skills, including but not limited to past and present Microsoft desktop operating systems, Office software suite, and web browsers.
  • Excellent oral and written communication skills and the ability to positively interact with others.
  • Solid understanding of networking fundamentals, including TCP/IP.
  • Experience using Microsoft System Center Configuration Manager (or similar) desired.
  • Experience using Microsoft InTune or other MDM platform desired.
Personal Qualities:
  • Self-motivated, detail-oriented, and very organized.
  • Solid problem-solving skills.
  • Clear potential for advancement.
  • Willingness to take ownership of problems and follow through to completion.
  • Customer-focused with the ability to promptly answer support-related email, phone calls, and other electronic communications.
Additional Information:

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities, and requirements. Duties, responsibilities, and requirements may change over time and according to business need.

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