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Field and Support Technician

2 months ago

South Canberra, Australia Trucell Full time

Job Description:

Trucell is seeking a highly skilled and motivated individual to join our team as a Field and Support Technician in ACT. As a key member of our technical team, you will be responsible for providing exceptional technical support to our clients and ensuring the delivery of high-quality services.

Key Responsibilities:

  • Provide technical support to clients via phone, email, and on-site visits.
  • Configure, install, monitor, support, and manage ICT environments.
  • Troubleshoot and resolve technical issues in a timely and efficient manner.
  • Collaborate with the technical team to provide and receive support for various tasks and requests.
  • Develop and maintain ICT documentation, including knowledgebase articles and work instructions.
  • Provide training in the desktop environment and applications to end users as required.
  • Conduct thorough investigation and diagnosis of incidents, providing timely remedial action to ensure agreed service levels are maintained.

Requirements:

  • 1 year of IT experience.
  • Bachelor's degree in Information Technology, Computer Science, or a related field is preferred but not mandatory.
  • Relevant certifications such as Comp TIA A+, Microsoft Certified Professional (MCP), or similar are highly desirable.
  • Strong proficiency in configuring, installing, monitoring, supporting, and managing ICT environments.
  • Experience with network configuration and troubleshooting.
  • Familiarity with cloud services (e.g., AWS, Azure) and virtualization technologies.
  • Proficiency with Windows and Linux operating systems.
  • Ability to triage and escalate incidents according to policies and procedures.
  • Operational Abilities: Follow defined service quality standards, occupational health and safety policies, and procedures to ensure high-quality, safe services and workplaces.
  • Provide operational support (on-site and remote) to client sites as required.
  • Provide training in the desktop environment and applications to end users where required.
  • Develop and maintain ICT documentation, including knowledgebase articles and work instructions.
  • Prioritize tasks, meet deadlines, and manage workflows to ensure tasks are completed in a client-focused manner within defined service levels.
  • Conduct thorough investigation and diagnosis of incidents, providing timely remedial action to ensure agreed service levels are maintained.
  • Update, maintain, and work within procedures for the maintenance of one or more technical domains.
  • Soft Skills: Provide excellent customer service with effective organisational and communication skills.
  • Ability to negotiate, advise, and work collaboratively with others to reach decisions.
  • Strong analytical and problem-solving skills.
  • Ability to work independently and in a team environment.
  • Excellent time management and organisational skills.
  • Strong written and verbal communication skills.
  • Strong attention to detail and a commitment to delivering high-quality work.
  • Ability to learn new technologies quickly and adapt to changing environments.

Perks:

  • An easy-going environment and culture.
  • A proactive approach to ongoing training to help you develop life-long skills.