Senior Technical Support Professional

3 weeks ago


Townsville, Queensland, Australia TP Human Capital Full time
Job Overview

TP Human Capital is seeking an experienced IT Support Specialist to join a government client in Townsville. The successful candidate will provide professional IT support, managing service requests, resolving technical issues, and escalating unresolved problems when necessary.

Key Responsibilities
  • Manage IT support requests end-to-end, ensuring all issues are resolved in line with ITIL processes and service standards.
  • Provide technical troubleshooting and resolution of complex IT problems using investigative techniques.
  • Educate customers on IT systems and tools, communicating effectively with users at all levels to resolve issues and enhance their understanding of IT services.
  • Escalate unresolved issues to the appropriate teams or specialists in a timely and efficient manner.
Requirements
  • Tertiary qualifications in IT, or an Associate Diploma in IT (or equivalent experience).
  • 3+ years of experience in a similar IT support role, ideally in a Service Desk environment.
  • Expertise in ITIL principles and service management processes.
  • Experience with ServiceNow or similar IT Service Management platforms.
  • Strong knowledge of Microsoft Windows environments, including Active Directory, Microsoft Exchange, and remote desktop tools.
  • Ability to troubleshoot complex IT issues and provide practical solutions.
  • Excellent communication skills, with the ability to engage with diverse stakeholders effectively.
Compensation Package

The estimated annual salary for this position is around $60,000-$80,000, depending on experience and qualifications.



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