ICT Infrastructure Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeSkill Full time
Key Job Responsibilities

As a Level 2 ICT Technician, you will be responsible for receiving escalated technical issues from first-level support and resolving them efficiently. You will utilize advanced diagnostic tools and techniques to address complex technical problems involving multiple network layers and interconnected systems.

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System Maintenance and Optimisation:

  • Perform regular checks on system performance, implementing improvements and optimisations to ensure high reliability and availability.
  • Update and maintain system documentation and logs to reflect changes or additions to the infrastructure.
  • Provide onsite support to customers to ensure delivery of services and equipment as necessary.
  • Regularly schedule appointments with recurring support customers.

Customer Interaction and Support:

  • Communicate effectively with clients to understand their technical problems and convey solutions in a clear, non-technical manner.
  • Maintain a high level of customer service for all support queries and adhere to all service management principles.

Collaboration and Escalation:

  • Work closely with other IT support teams and third-party service providers to resolve multi-faceted issues.
  • Escalate unresolved issues to higher-level support or appropriate technology groups.

Training and Knowledge Sharing:

  • Assist in training first-level support technicians in handling basic support tasks and understanding complex network environments.
  • Contribute to the knowledge base by documenting troubleshooting steps and technical solutions.

Requirements:

- Technical support experience: 2 years (required)

Preferred Qualifications:

- Fluent English

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