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Field Support Technician

2 weeks ago

Perth, Western Australia Perth Airport Full time

We're looking for a highly skilled IT Infrastructure Engineer to join our service delivery team. As a key member of our team, you'll work closely with internal teams to resolve complex technical issues and deliver excellent customer service.

This role will see you serving as the primary point of contact for IT support, delivering prompt and professional Tier I troubleshooting and guidance across multiple channels. You'll also provide comprehensive Tier II support, resolving technical issues related to hardware, software, and IT systems, ensuring seamless daily operations.

About the Role:
  • Serve as the primary point of contact for IT support, delivering prompt and professional Tier I troubleshooting and guidance across multiple channels.
  • Provide comprehensive Tier II support, resolving technical issues related to hardware, software, and IT systems, ensuring seamless daily operations.
  • Maintain detailed records of incidents and resolutions in the Service Management Platform, ensuring efficient tracking and follow-up.
  • Collaborate with internal teams and escalate complex issues to Subject Matter Experts (SMEs) as needed for resolution.
  • Proactively identify recurring technical issues, analyze root causes, and implement long-term solutions through effective problem management.
  • Support and contribute to change management initiatives, ensuring IT systems remain aligned with organizational requirements.
About You:
  • Minimum of 3 years' experience providing Tier I & II IT support across a range of technologies including desktops, smartphones, and AV systems.
  • Strong troubleshooting skills with the ability to resolve complex technical issues in both stand-alone and networked environments.
  • Proficient in deploying and managing operating systems using desktop management tools such as SCCM, WSUS, and Intune.
  • Excellent communication skills, capable of conveying technical information clearly to both technical and non-technical stakeholders.
  • Highly organized and adaptable, able to manage multiple priorities in high-pressure environments while maintaining professionalism.
  • Strong commitment to delivering exceptional customer service, ensuring client satisfaction and continuous improvement.