Technical Support Expert

1 week ago

Sydney, New South Wales, Australia beBeeCustomer Full time $80,000 - $130,000

Job Description

The Technical Support Specialist plays a key role in providing second-level support to identify and solve technical issues escalated by the Help Desk. The specialist will also provide technical expertise on projects, site visits, and support for Gartner Events.

Key Responsibilities:

  • Elevated (level 2) technical support: Provides technical hardware troubleshooting & diagnosis, software troubleshooting/installation, and information gathering to provide business solutions to keep infrastructure operational 24x7.
  • Remote office visits: Evaluates and provides onsite support in remote office locations including resolving technical issues and building rapport with associates.
  • Asset Management: Accurately manages all asset life cycles to allow for the efficient deployment of assets throughout the organization.
  • Events & Symposiums: Liaise with Event Manager and Events staff to provide technology services and support to associates and clients.
  • Projects: Works on additional project work as required.
  • Active Management of Service Request, Incident, and Activities: Ensures all associate interactions are accurately documented, assigned, and communicated to determine and resolve issues, escalate if necessary, and provide solutions for future problem resolution and process improvement.
  • Participate in development, implementation, and improvement of support policies, process, and best practices.
  • Proactively supports associates e.g. Support Lounge, training, tech orientations etc.

Expected Outcomes:

  • Successful delivery of IT services within defined SLA's to associates in support of business operations.
  • Service levels are adhered to and department goals are followed.
  • Accurate technical documentation, policies, and processes are updated.

Requirements

  • Bachelor's Degree or equivalent professional qualification.
  • 2+ years client service experience.
  • 2-4 years experience in an entry-level technical support role.

Technical Competencies:

  • Understands networking concepts; servers; LANs/WANs.
  • Experience using help desk call logging system.
  • Experience with standard Microsoft products and platforms.
  • Good problem-solving skills.
  • Good communicator, able to deal independently with staff throughout the organization.
  • Excellent customer service skills.

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