Tech Support Specialist

2 days ago

Sydney, New South Wales, Australia beBeeSupport Full time $90,000 - $105,000

Job Opportunity: Tech Support Specialist

We are seeking a highly skilled and customer-focused professional to join our team as a Tech Support Specialist. In this critical role, you will be the first point of contact for users seeking technical assistance, providing end-to-end incident management expertise.

Key Responsibilities:

  • Serve as the initial point of contact for users requiring technical assistance, prioritizing effective communication and diagnostic techniques to resolve issues efficiently.
  • Perform troubleshooting through pertinent questions and analysis to determine the best course of action based on the issue and customer details provided.
  • Collaborate with customers to walk them through problem-solving processes and direct unresolved issues to secondary resolver groups when necessary.
  • Work closely with the Service Desk Manager to ensure adherence to all contracted services, reporting, and associated service level agreements (SLAs) for your delivery team.
  • Identify opportunities for process improvements in tools and procedures, suggesting enhancements to optimize support operations.

Desired Qualifications and Skills:

  • Proven experience as a service desk analyst or customer support specialist, preferably in an enterprise-level environment.
  • Certification or extensive experience in ITIL-aligned environments and industry best practices.
  • Proficiency in utilizing IT Service Management (ITSM) tools to raise and resolve cases, preferably Service Now.
  • Technical literacy, enabling quick proficiency in multiple software platforms and tools.

Requirements:

  • Ability to work efficiently under pressure in an evolving environment with a diverse range of products within the support scope.
  • Strong understanding of computer systems, mobile/network devices, printers, and other hardware.
  • Excellent verbal and written communication skills.
  • A customer-centric and professional approach to service delivery.

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