Technical Support Specialist

2 weeks ago

Port Melbourne, Australia Stowe Australia Full time

Company Overview

Stowe Australia is a leading electrical and communications company with a rich history dating back to 1910. As a family-owned business, we prioritize the development and retention of our employees, making us an employer of choice in the industry.

Job Summary

We are seeking a highly skilled Customer Service Analyst to join our team as a Technical Support Specialist - IT Services. This role will provide first-line technical support to internal and external customers, assisting them with hardware and software issues via phone, email, and in-person.

About the Role

As a Technical Support Specialist, you will play a crucial role in maintaining the efficiency and effectiveness of our IT services. Your primary responsibilities will include:

  • Incident Management: Receive, log, and manage calls from internal and external customers via telephone, email, and service desk software. Provide first-line investigation and diagnosis, resolving incidents wherever possible.
  • Problem Resolution: Troubleshoot and resolve hardware, software, and network-related issues. Guide users through step-by-step solutions over the phone, via email, or in-person.
  • Customer Support: Deliver excellent customer service, ensuring users are kept informed about the status of their issues and requests. Follow up with users to ensure that problems have been resolved satisfactorily. Provide training and support to users on the use of standard hardware and software.
  • Service Requests: Fulfill service requests, such as setting up new user accounts, configuring hardware, and installing software. Ensure that service requests are completed within agreed timeframes and to a high standard.
  • System Monitoring and Maintenance: Monitor IT systems and services for performance and availability issues. Perform routine system checks and maintenance tasks to ensure smooth operation of IT services. Assist with the deployment of new hardware and software, including testing and documentation.
  • Documentation and Reporting: Maintain accurate records of incidents, service requests, and changes in the service desk management system. Produce regular reports on service desk performance and identify trends or recurring issues. Contribute to the development of service desk policies and procedures.

Key Performance Indicators (KPIs)

The following KPIs will be used to measure your success:

  • Incident Response Time
  • First Contact Resolution
  • Customer Satisfaction
  • Service Request Fulfillment
  • Documentation Quality

Qualifications and Requirements

To be successful in this role, you will require:

  • Education: ITIL Foundation certification is highly desirable. CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or other certifications are highly considered.
  • Experience: Minimum of 2 years of experience in a technical support or service desk role. Proven experience in supporting IT infrastructure, including hardware, software, and networks. Experience with IT service management tools and ticketing systems.
  • Skills: Strong understanding of ITIL principles and practices. Excellent troubleshooting and problem-solving skills. Strong communication and customer service skills. Ability to work under pressure and manage multiple tasks simultaneously. Proficiency with Microsoft Office Suite and common IT support tools.
  • Essential Skills
    • Basic skills in managing servers, including user management, permissions, and system monitoring
    • Basic Understanding of networking concepts such as IP addressing, subnets, DNS, DHCP, and VPNs, as well as experience with routers, switches, and firewalls
    • Ability to diagnose and resolve complex technical issues, often involving multiple systems or applications
    • Familiarity with hardware components, peripheral devices, and their troubleshooting
    • Knowledge of security principles, such as anti-virus, anti-malware tools, and best practices for securing systems and data
    • Basic knowledge of M365 applications (e.g., OneDrive, SharePoint, MS Teams,)
    • Familiar with and have some experience with virtualisation
    • Basic Active Directory, administration, preferably troubleshooting multi-server and multi-site replication
    • Experience supporting smartphones and tablet's including both, iPhones and Android
    • Basic knowledge of M365 administration (Admin centre, security, compliance)
    • Skill in creating and maintaining detailed documentation for issues, solutions, and procedures
    • Capability to train Level 1 technicians and other staff members, providing guidance and knowledge transfer
    • Experience with incident management systems, including tracking and updating tickets, and following escalation procedures
    • Ability to contribute to IT projects, providing technical expertise and support. Basic network Printer installing and troubleshooting.

Desirable Skills

The following skills would be highly desirable:

  • Routing and switching fundamentals
  • Basic understanding of subnetting
  • Basic understanding of VLANs
  • Basic PowerShell scripting
  • Basic understanding of MS excels Macro Management
  • Experience restoring data from systems such as Shadow Copy and dedicated backup solutions
  • Experience with any of the following products, Fortinet, JAMF Pro, Autodesk, Adobe, Microsoft Configuration Manager, Windows Server, Forcepoint Endpoint, Beyond Trust EPM, Sentinel One, MS Teams Telephony, MS Planner, MS Project, Snipe-IT

Why Join Us?

We offer a competitive salary and profit share, as well as a dynamic work environment with rostered variable hours, including Saturdays. Opportunities for professional growth and development are also available. To be eligible for this role, you must hold the right to work in Australia.

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