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Technical Support Specialist

3 weeks ago

Canberra, ACT, Australia beBee Careers Full time

Technical Support Specialist

Job Summary:

We are seeking a skilled Technical Support Specialist to join our team. As a key member of our IT support group, you will be responsible for providing exceptional technical assistance to end-users, troubleshooting and resolving complex technical issues, and ensuring customer satisfaction.

This role requires strong analytical skills, excellent communication abilities, and a passion for delivering high-quality support services. If you have a background in technical support or customer service, and are eager to take on new challenges, we encourage you to apply.

Key Responsibilities:
  • Provide timely and effective technical support to end-users via various channels, including phone, email, and in-person interactions.
  • Troubleshoot and resolve complex technical issues related to hardware, software, and network connectivity, escalating them to senior IT personnel when necessary.
  • Document and track all support requests and resolutions in a ticketing system, ensuring accurate and up-to-date records.
  • Collaborate with other IT professionals to ensure the smooth operation of our organization's IT systems.
  • Maintain a high level of customer satisfaction by responding promptly to inquiries and concerns.
  • Participate in IT projects and initiatives as required, contributing to the development and implementation of new technologies and processes.
Requirements:
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Minimum 1-2 years of experience in a technical support or customer service role, preferably in an IT environment.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with users at all levels.
  • Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
  • Proficiency in Windows operating systems, Microsoft Office Suite, and network connectivity.
  • Familiarity with ITSM tools, such as ServiceNow, is highly desirable.
  • ITIL certification is a plus.
  • Australian citizenship and the ability to hold an active Baseline clearance are essential due to client requirements.
What We Offer:
  • Professional development opportunities, including training, certification support, and career advancement.
  • Diverse and dynamic teams with a supportive and inclusive culture.
  • A commitment to People & Culture and employee well-being.
  • The chance to work with a talented and dedicated team, passionate about delivering exceptional support services.