Technical Support Specialist

The IT Support Analyst plays a crucial role in delivering high-quality technical support and customer service to ensure the seamless operation of IT services within the organization.

This includes providing prompt and clear communication regarding service disruptions, outages, and updates on issue resolution.

The IT Support Analyst will be responsible for providing timely and effective Service Desk support to staff and students, escalating incidents to the appropriate internal and external teams when necessary, and ensuring that all Incidents, Service Requests, and enquiries are logged in the Service Desk ticketing system.

The ideal candidate will possess excellent analysis and problem assessment skills, with a strong understanding and hands-on experience with PC hardware setup and configuration, Office 365, Azure AD, Sharepoint Online, Exchange, Windows Server, SCCM, Cloud technologies (AWS/Azure), On-prem hardware (Servers, switching, routing), Zoom, Adobe suite, IP/Cloud telephony (New Voice Media), Citrix and virtual technologies, LAN/WAN environments, VoIP and mobile telephony.

• Key Responsibilities:
• Provide timely and effective Service Desk support to staff and students
• Escalate incidents to the appropriate internal and external teams when necessary
• Ensure that all Incidents, Service Requests, and enquiries are logged in the Service Desk ticketing system
• Perform first-level Service Desk analysis, troubleshooting, and attempt to fix-on-first, before escalation
• Create and maintain user access as required
• Research and prepare reports on ad-hoc topics as instructed
• Assist with IT projects as and when required
• Identify trends and advise peers and IT Operations Manager of recurring Incidents or user enquiries
• Discuss problems with peers to ensure the most appropriate solution and escalation path
• Promote the effective use of the Service Desk and other technology services
• Some interstate travel to Kaplan sites may be required
• Routine maintenance of all Kaplan PCs, laptops, printers, and other peripherals as per the schedule
• Compliance with all company policies and procedures, including WHS legislation requirements
• Ensure as far as is practicable that the workplace, under your control, is safe and without risks to health
• Ensure calls and tickets are resolved/followed up in accordance with SLAs and customer expectations are managed
• Create and maintain documentation in the Service Desk knowledge base as required

The ideal candidate will possess the following skills and qualifications:

• Formal qualifications in computing or a business discipline with at least 3 years service desk experience, demonstrating excellent analysis and problem assessment skills (essential)
• Strong understanding, skills, and hands-on experience with PC hardware setup and configuration, Office 365, Azure AD, Sharepoint Online, Exchange, Windows Server, SCCM, Cloud technologies (AWS/Azure), On-prem hardware (Servers, switching, routing), Zoom, Adobe suite, IP/Cloud telephony (New Voice Media), Citrix and virtual technologies, LAN/WAN environments, VoIP and mobile telephony (essential)
• Strong customer service skills, incorporating excellent telephone manner, verbal, and written communication skills (essential)
• Excellent organisational and time management skills, and the ability to work unsupervised
• Excellent documentation skills and attention to detail, maintenance of high-quality documentation
• Current knowledge of IT standards and emerging technologies
• Ability to carry out physical requirements of the role; lifting of boxes or moving of hardware (PCs and monitors) as required
• Experience with Cisco/Meraki network infrastructure (Layer 2 Switching). (desirable)
• Enthusiasm, with a willingness to learn and a desire for self-improvement

We offer a competitive salary package, including:

• A base salary of $75,000 - $85,000
• Superannuation

Kaplan Australia is one of the world's leading providers of lifelong education, helping over one million students around the globe achieve their educational and career goals each year.