Technical Support Specialist

We are seeking a highly skilled Desktop Support Specialist to join our team. This is an exciting opportunity to work with our Defence client, supporting desktop, infrastructure, and services across multiple technology streams.

The successful candidate will be responsible for responding to, resolving incidents and service requests within agreed service level agreements, and following our breach reporting process for any failed SLAs.

Key responsibilities include asset refresh, relocation, deployment, and decommissioning, maintaining data integrity within our configuration management database.

Additionally, the successful candidate will maintain and housekeep customers' physical infrastructure, including desktop equipment, peripherals, telephony, print devices, audio/visual conferencing equipment.

Other key responsibilities include managing customer expectations by keeping them updated on their case status, notifying delays.

The successful candidate will also log and maintain all customer interactions and activities in the correct IT service management tool, escalating operational issues promptly.

Apart from this, the successful candidate will ensure accurate and timely recording and submission of timesheets and project efforts as per company requirements.

They will complete all required training on time and follow workplace health and safety practices, instructions, and policies as set out by our organisation.

This role also involves creating and maintaining technical documentation, troubleshooting guides, operational procedures, and identifying opportunities for efficiency and cost savings.

The successful candidate will provide training on customer end-user devices to service desk staff and end-users to improve productivity and service.

Other responsibilities include contributing to operational actions, continual service improvements, and assisting with project activities or root cause analysis when needed.

It is essential that the successful candidate maintains a positive, proactive approach to work.

• Baseline security clearance or the ability to obtain (Citizens only)
• Minimum 7 months to 1+ year experience supporting end-user devices, including remote support.
• Level 1 and 2 technical knowledge of hardware and peripherals, including laptops, desktops, printers, AV equipment, BYOD, and mobility.
• Level 1 and 2 knowledge of desktop and software applications, including Windows OS, Microsoft Office, Antivirus, and systems support in small to medium businesses.
• Basic understanding of Active Directory, Microsoft Exchange, SCCM, End-Point Imaging.
• Basic knowledge of IT infrastructure and network equipment, including routers, switches, servers, virtualization, VPN, RSA, Citrix, VMware, Hyper-Converged Infrastructure.
• Strong communication skills, ability to articulate technical information clearly.
• Professional customer service skills and ability to work well within a team.

We value diversity and inclusion, fostering innovation and creativity in our workplace.

We prioritise people, valuing diverse perspectives and backgrounds.

We offer flexible work options, recognition programs, and volunteering leave to support work-life balance.

We uphold our values daily, striving for excellence and collaboration.

We aim to recruit diverse talents to achieve our purpose.

We welcome applications from women, gender-diverse individuals, Indigenous peoples, LGBTI+ community, people with disabilities, culturally diverse backgrounds, veterans, and emergency responders.

Transgender and gender-diverse applicants may request assistance with the application process.

We focus on values like inclusion, collaboration, adaptability, courage, and integrity.

If you share these values, please apply.