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Technical Support Professional

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Cairns, Queensland, Australia beBeeItSupport Full time $60,000 - $87,000

We are seeking a skilled IT professional to fill the role of IT Support Specialist. This is an exciting opportunity for individuals who possess strong problem-solving skills and a passion for delivering exceptional customer service.

Job Description:

The ideal candidate will have experience in troubleshooting and resolving technical issues, as well as providing support for hardware and software. As part of our team, you will be responsible for addressing escalated helpdesk tickets, enhancing client experience through prompt and efficient service, and offering advanced remote troubleshooting assistance.

You will also be required to provide remote hardware maintenance and support, utilize our ticketing system for resolving helpdesk tickets and service requests, and manage and record all work through this system. Additionally, you will need to ensure client documentation is well-maintained, review our RMM dashboard, and apply remediation actions as necessary.

Key Responsibilities:
  • Address and resolve escalated helpdesk tickets
  • Enhance clients' experience with prompt, friendly, and efficient service
  • Offer advanced, remote troubleshooting assistance
  • Provide remote hardware maintenance and support
Required Skills and Qualifications:

To be successful in this role, you will need to possess the following skills and qualifications:

  • English as your first language
  • Ability to take constructive criticism professionally
  • Strong problem-solving skills
  • Advanced understanding of support tools and techniques used in MSPs
  • Advanced diagnosis skills and critical thinking for technical issues
  • Advanced experience with Microsoft 365
  • Ability to type quickly and accurately while on the phone
Benefits:

We offer a competitive compensation package, including benefits such as health insurance, retirement plans, and paid time off. Our company culture values innovation, teamwork, and continuous learning, making it an excellent fit for motivated and dedicated professionals like yourself.

Others:

In addition to the above responsibilities and requirements, you will have the opportunity to assist with project delivery, communicate ticket status to clients at every step, and submit timesheets and expense reports as per our standard operating procedures.

Mentor junior team members, follow schedules provided by the Service Manager, adhere to Standard Operating Procedures, and contribute to the process of innovative change. You will also have the chance to develop your skills and knowledge through regular training and development opportunities.