Technical Support Specialist

4 weeks ago

Melbourne, Victoria, Australia F3517 Franklin Templeton Australia Limited Full time

At F3517 Franklin Templeton Australia Limited, we're dedicated to delivering exceptional customer experiences and supporting our employees with cutting-edge technology.

Key Responsibilities

  • Provide top-notch technical support to our employees, addressing their technical issues, requests, and concerns in a timely and efficient manner.
  • Build strong relationships with our senior-level employees and administrative support personnel, ensuring seamless communication and collaboration.
  • Evaluate and resolve technical issues promptly, providing clear and concise updates to affected parties.
  • Accountable for addressing technical issues in a timely manner and providing timely updates.
  • Coordinate, setup, and support technologies used in Conference Rooms.
  • Provide Audio Visual Support for internal meetings.
  • Provide support for trading and investment management technologies.
  • Supports and maintains effective relationships with users in their assigned areas, especially regarding operating systems, applications, mobile devices, new technologies, and communications infrastructure.
  • The primary value is to provide quick and efficient resolution while minimizing disruption to the customer.
  • Actively participate in team meetings.
  • Ordering and maintaining inventory of IT assets.
  • Project work related to acquisitions and integration of companies.
  • Coordinate and support office moves, and user restacks.
  • Be an active advocate for the customer within IT and with outside technical groups.
  • Escalate issues to the appropriate teams and drive to closure.
  • Manage the ticketing queues to ensure issues are prioritized and actioned.
  • Availability to provide support outside business hours.
  • May include occasional travel to other offices.
  • Follow company guidelines, processes, and standards.
  • Assist in creation of technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support.
  • Working knowledge of office automation products and computer peripherals, like printers and scanners.
  • Ability to perform remote troubleshooting and provide clear instructions.
  • Set up, maintained, and troubleshoot Microsoft Windows (Win 10 AND Office 2016) desktop, Laptops, and Notebook computers.
  • Basic Knowledge of ADS, DNS, DHCP configuration.
  • Handling of Asset management and vendor management.
  • Basic LAN (Network) troubleshooting knowledge.
  • Outlook, MS Teams, and OneDrive configuration in end client.
  • Identify and escalate situations requiring urgent attention, redirecting problems to appropriate resources.
  • Assist in creation of technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support.

Requirements

  • Bachelor's or Higher degree in computer science or related field.
  • Minimum of 4 years in a similar fast paced and dynamic environment in the desktop support role.
  • Excellent skills and abilities in organization, planning, multi-tasking, and flexibility.
  • Excellent communication and interpersonal skills.
  • Good problem-solving and critical thinking skills.
  • Ability to actively participate as part of a team as well as work independently.
  • Strong service delivery and customer management skills for local and remote users.
  • Proficient in supporting Windows 10, Windows 11, Office 365, iOS, and Mobile Technologies.
  • Reliable transportation – mileage will be reimbursed when travelling to a non-primary office is required.
  • Experience supporting multiple facets of the business in a corporate environment strongly preferred.
  • Experience using ServiceNow Ticketing system.

About Franklin Templeton

Our culture is shaped by our diverse global workforce and strongly held core values. We provide employees with the tools, resources, and learning opportunities to help them excel in their career and personal life.

By joining us, you will become part of a culture that focuses on employee well-being and provides multidimensional support for a positive and healthy lifestyle.

We understand that benefits are at the core of employee well-being and may vary depending on individual needs.

We are committed to fostering a diverse and inclusive environment.

Franklin Templeton is an Equal Opportunity Employer.

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