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Technical Support Expert

2 weeks ago

Sydney, New South Wales, Australia LGT Crestone Wealth Management Limited Full time

About Our Role

We are seeking an experienced Technical Support Expert to join our team at LGT Crestone Wealth Management Limited. As a key member of our IT department, you will be responsible for providing top-notch technical support to our clients and employees.

Your Key Responsibilities

  • Provide frontline technical assistance to internal and external customers via email, phone, or in-person requests, adhering to established procedures.
  • Triage Service Requests and Incidents to the appropriate teams for timely resolution.
  • Take ownership of issues, tasks, and ad-hoc queries, maintaining accurate records and ensuring closure to the satisfaction of the requestor.
  • Prioritize, diagnose, and resolve Incidents according to agreed SLAs and procedures.
  • Fulfill Service Requests following documented processes and procedures.
  • Deploy, move, and replace desktop accessories as needed.
  • Image and deploy laptops for new starters and replacement devices.
  • Support Identity and Access Management (IAM), including user account provisioning, role-based access control, password resets, and troubleshooting authentication and authorisation issues.
  • Create and maintain comprehensive process documentation.
  • Manage IT consumable stock levels and order replacements as required.
  • Collaborate with cross-functional teams to resolve complex technical issues when necessary.
  • Liaise with suppliers for managed printer services, escalate support requests to third-party vendors, and obtain quotes for purchases.
  • Identify and implement changes to improve end-user computing services.
  • Provide basic troubleshooting for hardware, software, and networking issues, including printer services and audio visual equipment (AV), escalating when required.
  • Support project tasks or contribute to testing under the guidance of senior team members.

This role is available to candidates based in Sydney and Melbourne.