High-Quality Technical Support Specialist

1 week ago

Melbourne, Victoria, Australia beBeeServiceDelivery Full time $70,000 - $88,000

Key Role Summary:

We are seeking a skilled Service Delivery Specialist to provide high-quality technical assistance and support to our end-users. As a key member of the IT team, you will be responsible for delivering exceptional customer service, troubleshooting issues, and ensuring seamless system performance.

**Core Responsibilities:**

  • Provide first- and second-level issue resolution and troubleshooting for end-users, both on-site and remotely.
  • Manage incoming desk-side support incidents and service requests via the ITSM tool.
  • Document all troubleshooting and resolution details on the ITSM tool.
  • Communicate progress to users from receipt to closure.

**Technical Expertise:**

  • Familiarity with hardware and software setup, deployment, and maintenance.
  • Experience with VDI/client remote desktop performance issues.
  • Knowledge of software licensing processes and disposal of redundant or superseded hardware.

**Additional Requirements:**

  • Participate in business continuity planning and disaster recovery support as required.
  • Engage with third-party vendors and assist with IT audits.
  • Flexible to work in shifts between 7 AM - 6 PM (Monday to Friday) with occasional out-of-hours support.

**Essential Qualifications:**

  • Minimum 2+ years' experience in IT operations or service desk.
  • Proven ability in showing initiative, customer service, and a 'can-do' attitude.
  • Excellent communication skills and ability to work autonomously and as part of a team.

**What We Offer:**

  • A strong people-first culture.
  • Flexible/hybrid working arrangements.
  • Novated lease benefits and discounts.

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