Technical ICT Support Specialist

2 days ago

Melbourne, Victoria, Australia beBeeTechnical Full time $70,000 - $85,000
Job Title

ICT Support Specialist

As a skilled ICT Support Specialist, you will play a pivotal role in providing timely and accurate technical assistance to customers with hardware, software, and network issues.

You will work in a flexible environment that allows you to work from home and in the office. A minimum of 2 days per week will be spent at a customer's site or in the office.

We specialize in various products, including Microsoft Modern Workplace, Cisco Meraki, and Fortinet for network security, and Microsoft Teams phone systems and Telstra TIPT.

This is an opportunity for career progression and autonomy in your work.

  • Respond to incoming helpdesk requests from clients and provide timely and accurate technical assistance.
  • Diagnose and troubleshoot hardware, software, and network issues reported by end-users.
  • Resolve escalated support tickets efficiently while ensuring customer satisfaction and meeting SLAs.
  • Collaborate with support technicians to resolve complex technical issues and provide guidance and mentorship as needed.
  • Conduct in-depth analysis of recurring issues to identify root causes and recommend long-term solutions for process improvement.
  • Support the administration and maintenance of IT infrastructure, including servers, network equipment, phone systems, and security systems.
  • Create and update technical documentation, knowledge base articles, and user guides to enhance self-service options for end-users.
  • Assist with user onboarding and offboarding processes, including account creation, access provisioning, and equipment setup.
  • Stay up-to-date with emerging technologies, industry trends, and best practices in IT support and implement relevant knowledge into daily tasks.

To succeed in this role, you will need:

  • Proven work experience as an ICT Helpdesk Support Specialist or similar role.
  • A solid understanding of IT infrastructure components, including hardware, software, networks, and servers.
  • Proficiency in diagnosing and troubleshooting a wide range of technical issues, both remotely and in-person.
  • Familiarity with Active Directory, Exchange, and basic network protocols (TCP/IP, DNS, DHCP).
  • Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users effectively.
  • Exceptional customer service orientation with a focus on delivering positive support experiences.
  • The ability to prioritize and manage multiple tasks in a fast-paced environment.
  • Proactive problem-solving skills and a keen eye for detail.
  • Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) will be a plus.

What We Offer

Our company offers a supportive and dynamic work environment, opportunities for career growth, and a chance to make a meaningful impact in the field of ICT support.

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