Technical Support Specialist
3 weeks ago
We are seeking a highly skilled and proactive Technical Support Specialist to provide first contact technical support for our clients in Perth. This is an excellent opportunity for someone passionate about IT service delivery to make a real impact on the effectiveness of business operations.
As a Technical Support Specialist, you will play a key role in delivering high-quality IT services, including troubleshooting, software installation, and incident management. You will also have the opportunity to identify opportunities for process improvements and contribute to the continuous enhancement of our IT systems and services.
Main Responsibilities:
- Provide first-line technical support to clients, offering troubleshooting and assistance for a wide range of hardware, software, and application issues.
- Log and manage incidents and service requests, ensuring accurate documentation and timely resolution.
- Monitor and action incoming IT requests from customers via approved channels, ensuring efficient triage and resolution within agreed timeframes.
- Assist in the installation and configuration of software, IT equipment, and tools to support business functions.
- Identify faults affecting IT systems, analyze issues, and provide documented, peer-reviewed solutions.
- Collaborate with other team members to improve IT processes, systems, and user experiences, identifying opportunities for continuous improvement.
- Provide advice and guidance to clients on the effective use of IT systems and applications.
Requirements:
- Proven experience in a similar IT support role, preferably in a Service Desk environment.
- Strong knowledge of IT systems, hardware, software, and troubleshooting techniques.
- Familiarity with ITIL practices, particularly incident management, and service request processes.
- Excellent communication skills, with the ability to effectively assist users and document issues clearly.
- A customer-focused attitude, with a passion for providing high-quality support.
- Ability to identify areas for improvement in IT services and proactively propose solutions.
- Strong analytical skills to diagnose technical problems and provide practical resolutions.
Desirable Qualifications:
- Relevant IT certifications (e.g., CompTIA, ITIL Foundation).
- Experience with service desk software and ticketing systems.
The estimated annual salary for this position is between $65,000 and $85,000 depending on experience and qualifications.
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