Technical Support Specialist
7 days ago
Job Summary: We are seeking a highly skilled Technical Support Specialist to join our IT team at Paxus - Technology + Digital Talent. As a key member of our team, you will be responsible for delivering exceptional technical support and customer service to our clients.
Key Responsibilities:
- Technical Support: Provide first-level technical support to clients via phone, email, and ticketing systems, ensuring prompt and efficient resolution of software and hardware issues.
- Collaboration and Troubleshooting: Work closely with IT colleagues and clients to troubleshoot and resolve complex technical issues, utilizing ServiceNow ticketing system to track and manage user requests.
- Account Management: Manage and maintain user accounts and groups in Active Directory, ensuring accurate documentation and resolution.
- Escalation and Communication: Escalate complex issues to higher-level support teams as necessary, maintaining effective communication with clients and stakeholders.
- Performance Metrics: Focus on end outcomes and align work processes to achieve desired results, measured through Key Performance Indicators (KPIs).
Requirements:
- Experience: Ideally at least two years of experience in a Service Desk or technical support role.
- ServiceNow Proficiency: Proficiency in using ServiceNow for incident and service request management.
- Active Directory Familiarity: Familiarity with Active Directory, including user account management.
- Customer-Facing Experience: Proven customer-facing experience with excellent communication and interpersonal skills.
- AV Technologies: Solid experience with setting up and troubleshooting AV technologies (setting up conference rooms, projectors, speakers, displays, etc).
About Paxus - Technology + Digital Talent: Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds, and people living with a disability. If you require an adjustment to the recruitment process, please contact us.
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