IT Technical Support Specialist

4 days ago

Brisbane, Queensland, Australia beBeeSupport Full time $90,000 - $120,000
Technical Support Specialist

The role involves delivering exceptional technical support to users, ensuring timely resolution of IT issues and maintaining a high level of customer satisfaction.

  • Analyzing and resolving complex IT problems through thorough research and troubleshooting skills.
  • Providing expert guidance and support to junior team members to enhance their technical capabilities.
  • Collaborating with cross-functional teams to improve IT service delivery and ensure seamless communication.
  • Maintaining accurate records of IT service requests and performance metrics using Service Now.

Key Responsibilities:

  1. Lead the Incident Management process to resolve IT issues efficiently.
  2. Monitor and enhance user experience through End User Tools like Nexthink.
  3. Provide expert support and guidance to the Service Desk team to resolve technical issues.
  4. Utilize networking solutions to maintain connectivity and security.
  5. Manage and maintain Windows operating systems for optimal performance.
  6. Implement and troubleshoot remote desktop support to resolve user issues promptly and effectively.
  7. Develop and maintain documentation for IT processes and procedures.
  8. Conduct regular training sessions for end users to enhance their technical skills.
  9. Monitor IT systems to proactively identify and address potential issues.
  10. Ensure compliance with industry standards in all IT operations.
  11. Provide regular reports on IT performance and incident resolution to management.

Benefits:

  • Promote a culture of innovation and entrepreneurship.
  • Enhance user experience through technology.
  • Improve IT service delivery and reduce downtime.
  • Upskill and reskill employees to meet business needs.

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