Senior Technical Support Specialist

7 days ago


Brisbane, Queensland, Australia REDD Digital Services Pty Ltd Full time
About Us

We are a cutting-edge technology consultancy that empowers businesses to stay agile and modern. Our team of experts provides a full stack of products and services to help organisations achieve their vision.

About You
  • Relevant diploma or equivalent is desirable.
  • Relevant vendor certifications are desirable.
  • Previous experience in an IT service management practice or similar is highly regarded.
  • Liaising with third-party service providers for problem diagnosis and rectification.
  • Knowledge and understanding of Microsoft Teams and its voice component.
  • 1-2 years of strong direct customer service experience in a software or technical environment.
  • Proven experience of delivering a high degree of customer service and can effectively problem solve in an out-of-the-box way, including appropriate interpersonal skills to manage demanding or difficult customers.
Position Summary

The primary goal of our team is to make our clients exceptionally happy. The Technical Support Specialist plays a crucial role in ensuring that happens.

The Technical Support Specialist handles support requests from our clients, providing timely and effective solutions to their technical issues. They are the first point of contact for service tickets and ensure that the client is informed of the issue's status throughout the resolution process.

Key Requirements
  • A growth mindset, driving improvements in individual development, our team, and our client work.
  • An excellent communicator, both internally and with our clients.
  • Excellent written and verbal communication skills, with the ability to articulate information clearly and concisely.
  • Proven ability to show initiative, with effective analytical and problem-solving skills.
  • Experience supporting users across Windows and Apple environments.
  • Demonstrated commitment and willingness to contribute to improvements and new ideas.
  • Diagnosing and resolving desktop, user-centric problems.
Job Responsibilities
  • Support our clients on a diverse range of technologies, predominantly around the Microsoft suite of solutions, both remotely and onsite.
  • Accurately tracking time and keeping detailed ticket notes.
  • Working in a dynamic team of IT professionals with an obsession for customer experience.
  • Contributing to the successful implementation of client and internal projects and solutions.
  • Building a strong rapport with our clients, stakeholders, and internal team.
  • Contribute regularly to the upkeep and creation of client documentation and knowledge-base articles.
  • Ensuring consistency in our quality by adhering to our processes and frameworks.
  • Assist in the timely contribution and creation of monthly reports.
Job Functions

IT Support



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