Help Desk Technician Position

2 weeks ago

Canberra, ACT, Australia beBeeSupport Full time $81,245 - $105,740
Job Description:

We are seeking an experienced and enthusiastic Help Desk Technician to join our team. As the first point of contact for technical assistance, you will provide timely issue resolution and deliver excellent customer service.

Your primary responsibility will be to troubleshoot, resolve, and escalate IT-related issues across various systems, ensuring top-tier service and support. You will work closely with team members and support vendors to resolve issues swiftly and effectively.

Key Responsibilities:

  • Respond promptly and professionally to help desk 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.

  • Educate end-users on how to prevent similar issues from occurring in the future.

  • Escalate complex issues to Level 2 or 3 teams in accordance with established protocols.

Required Skills and Qualifications:

To be successful in this role, you will need:

  • Technical Expertise: Strong knowledge of network, hardware, and software troubleshooting.

  • Experience: Experience in remote support tools and ITSM ticketing systems (Manage Engine).

  • Certifications: Vendor certifications (e.g., Microsoft Certified Fundamentals, CompTIA A+, ITIL Foundation) are highly desirable.

Benefits:

As a member of our team, you can expect:

  • Ongoing Training and Development: Opportunities for professional growth and development through industry certifications and training programs.

  • Diverse and Inclusive Work Environment: We welcome applications from all individuals regardless of their background, age, or abilities.

  • Collaborative Culture: A supportive and welcoming culture that encourages collaboration, innovation, and teamwork.

What Makes Us Different:

We pride ourselves on being an active advocate for diversity and inclusion. Our goal is to create a workplace where everyone feels valued, respected, and empowered to contribute their best work.

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