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Experienced Technical Support Specialist

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Canberra, ACT, Australia beBeeSupport Full time $79,417 - $102,090
Job Description

We are seeking an experienced Technical Support Specialist to join our team. In this role, you will provide initial technical assistance to end-users and clients, as well as assist with level 2 support as required.

  • Key Responsibilities:
  • Respond promptly and professionally to technical requests via phone, email, and ticketing systems.Diagnose, troubleshoot, and resolve Level 1 incidents and requests related to hardware, software, network, and other technical issues.
  • Accurately document all user interactions, solutions, and outcomes within the ticketing system.Escalate complex issues to Level 2 or 3 teams in accordance with established protocols.
  • Collaborate with team members and support vendors to resolve issues swiftly and effectively.Contribute to the knowledge base by documenting solutions and procedures for recurring issues.
  • Assist with onboarding and offboarding processes, including user account setup, configuration, and access management.
Technical Expertise
  • Strong knowledge of network, hardware, and software troubleshooting.Experience in remote support tools.Experience with ITSM ticketing system.
  • Experience with Active Directory, Windows 11.Basic experience troubleshooting IOS and Android.Customer Service: Ability to communicate effectively and empathetically with non-technical users.
Requirements
  • Proven problem-solving skills and the ability to troubleshoot issues logically.A collaborative mindset and a willingness to work with colleagues to achieve shared goals.
  • Certifications: Vendor certifications (e.g., Microsoft Certified Fundamentals, CompTIA A+, ITIL Foundation) are highly desirable, reflecting a commitment to professional development and technical expertise.

We strive to create a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, hard work, and dedication. Our employees demonstrate camaraderie, innovation, respect, and excellence in everything they do.