Technical Support Specialist

2 weeks ago

Docklands, Victoria, Australia Link Group Full time

Position Overview

As a Technical Support Specialist, you will deliver comprehensive hardware, software, and infrastructure assistance to end users. Collaborating closely with the End User Support Team, you will provide advanced operational support, ensuring prompt and effective resolution of incidents and service requests. Responsibilities include desktop support, asset management, configuration, software installation, and basic room support.

Location: This role is situated in a dynamic office environment.


Key Responsibilities

  • Ensure exceptional customer service while adhering to best practice standards.
  • Manage and resolve support tickets efficiently to meet performance metrics.
  • Take ownership of support tickets, maintaining regular communication regarding progress.
  • Serve as a subject matter expert, escalating issues as necessary.
  • Adopt a proactive approach to identify knowledge gaps and minimize inefficiencies.
  • Analyze Service Desk calls and incident data to recommend user training and automation solutions.
  • Contribute to the knowledge management database by creating technical support articles.
  • Drive service enhancements by developing and documenting processes and procedures.
  • Assist in major incident management and problem resolution as needed.
  • Deliver second and third-line operational support, including desktop and client assistance, local server and network support, and user training.
  • Manage the configuration and installation of desktop systems, including patch updates and hardware replacements.
  • Maintain detailed records of all assigned support tickets to facilitate effective service management reporting.
  • Monitor security settings and antivirus software on all desktop devices, taking necessary actions for compliance.
  • Support investigations into problems, identifying workarounds, fixes, and root causes.
  • Implement solutions in collaboration with the End User Support Manager and Problem Management Team.
  • Engage with the Service Delivery Team and third-party providers to manage user relationships.
  • Participate in project-related activities and document knowledge to assist operational teams.
  • Exhibit exceptional customer service skills, providing immediate technical assistance as required.
  • Support disaster recovery initiatives as necessary.


Qualifications and Attributes

  • Detail-oriented and performance-driven, with a strong ability to lead by example.
  • Excellent communication and interpersonal skills, capable of conveying technical information clearly to non-technical stakeholders.
  • Customer-centric mindset.
  • Composed and confident demeanor, able to set expectations and provide reassurance.
  • Strong capability to identify and manage information security, risk, and compliance issues.
  • Ability to work independently while also mentoring colleagues and supporting the broader IT function.
  • Proficient in supporting modern desktop environments, including Citrix and Azure Desktop technologies.
  • Logical thinker with a structured approach to troubleshooting complex issues.
  • Committed to continuous service improvement principles.
  • Adept at documenting complex processes using tools such as MS Visio.
  • In-depth knowledge of industry-standard applications, including the O365 suite, Active Directory, and deployment tools.
  • Experience with networking and IP telephony.
  • ITIL certification.
  • Formal technical certifications.
  • Project management experience.
  • Familiarity with administration tools such as Airwatch, Insight, and SCCM.

Benefits

  • Flexible work arrangements, allowing a blend of office and remote work.
  • Various leave options, including parental and volunteer leave.
  • Employee recognition initiatives to celebrate those exemplifying company values.
  • Talent referral incentives.
  • Salary sacrificing options through superannuation.
  • Access to an Employee Assistance Program.
  • Opportunities for professional development through self-paced learning and educational support.
  • Employee discounts with various providers.
  • Novated car leasing options.

Company Culture

We pride ourselves on being an inclusive employer, fostering collaboration among our team members. We value diverse talents and perspectives, promoting a flexible work environment that supports employee well-being. Our commitment to diversity enhances client outcomes and drives continuous improvement. We ensure fair treatment for all individuals, regardless of diverse characteristics.

Application Process

If you are ready to advance your career, we invite you to submit your resume and a detailed cover letter outlining your skills and experience relevant to this role.

  • Technical Support Specialist

    2 weeks ago

    Docklands, Victoria, Australia Link Group Full time

    Position Overview As a Technical Support Specialist, you will deliver comprehensive hardware, software, and infrastructure assistance to end users. Collaborating closely with the End User Support Team, you will provide advanced operational support, ensuring prompt and effective resolution of incidents and service requests. Your responsibilities will...

  • Technical Support Specialist

    2 weeks ago

    Docklands, Victoria, Australia Link Group Full time

    Position Overview As a Technical Support Specialist, you will be responsible for delivering comprehensive hardware, software, and infrastructure assistance to end users. Collaborating closely with the End User Support Team, you will provide advanced operational support, ensuring prompt and effective resolution of incidents and service requests. Your role...

  • Client Technical Support Manager

    2 weeks ago

    Docklands, Victoria, Australia Ericsson Full time

    Join Our TeamAbout the Role:We are currently seeking a Technical Customer Solutions Manager who will deliver expert technical assistance and support to our clients. In this position, you will diagnose and resolve issues to enhance and stabilize client networks. You will be responsible for configuring and integrating various nodes and solutions within both...

  • Technical Services Specialist

    2 weeks ago

    Docklands, Victoria, Australia Fujitsu Full time

    About the RoleThe position is for an experienced candidate that has demonstrated capabilities and experience operating in a 3rd level engineering role. As a Technical Services Specialist, you will be accountable for delivering an exceptional level of service to our consumers of our Modern Workplace services.The role supports and drives the technical agenda...

  • Technical Services Specialist

    2 weeks ago

    Docklands, Victoria, Australia Fujitsu Full time

    About the RoleThe position is for an experienced candidate that has demonstrated capabilities and experience operating in a 3rd level engineering role. As Technical Services Specialist, you will be accountable for delivering an exceptional level of service to our consumers of our Modern Workplace services.Key ResponsibilitiesMaintain the managed End User...

  • Technical Services Specialist

    2 weeks ago

    Docklands, Victoria, Australia Fujitsu Full time

    About the RoleThe position is for an experienced candidate that has demonstrated capabilities and experience operating in a 3rd level engineering role. As a Technical Services Specialist, you will be accountable for delivering an exceptional level of service to our consumers of our Modern Workplace services.Key ResponsibilitiesMaintain the managed End User...

  • Technical Services Engineer

    1 week ago

    Docklands, Victoria, Australia Fujitsu Full time

    About the RoleWe are seeking an experienced Technical Services Engineer to join our team in Melbourne. As a Technical Services Engineer, you will be responsible for delivering exceptional technical support to our customers of our Modern Workplace services.Key ResponsibilitiesMaintain the managed End User Computing environment for Fujitsu customersImplement...

  • Technical Services Specialist

    2 weeks ago

    Docklands, Victoria, Australia Fujitsu Full time

    About the RoleThe position is for an experienced candidate that has demonstrated capabilities and experience operating in a 3rd level engineering role. As Technical Services Specialist, you will be accountable for delivering an exceptional level of service to our consumers of our Modern Workplace services.Key ResponsibilitiesMaintain the managed End User...

  • Technical Services Engineer

    3 days ago

    Docklands, Victoria, Australia Fujitsu Full time

    About the RoleWe are seeking an experienced Technical Services Engineer to join our team in Melbourne. As a Technical Services Engineer, you will be responsible for delivering exceptional service to our customers of our Modern Workplace services.Key ResponsibilitiesMaintain the managed End User Computing environment for Fujitsu customersAdminister Microsoft...

  • Technical Services Engineer

    5 days ago

    Docklands, Victoria, Australia Fujitsu Full time

    About the RoleWe are seeking an experienced Technical Services Engineer to join our team in Melbourne. As a Technical Services Engineer, you will be responsible for delivering exceptional service to our customers of our Modern Workplace services.Key ResponsibilitiesMaintain the managed End User Computing environment for Fujitsu CustomersImplement and manage...

  • IT Support Specialist

    2 weeks ago

    Docklands, Victoria, Australia Link Group Full time

    Position Overview As an IT Support Specialist, you will be responsible for delivering comprehensive hardware, software, and infrastructure assistance to end users. Collaborate closely with the End User Support Team to ensure efficient resolution of incidents and service requests, providing second and third-line operational support. Your duties will include...

  • IT Support Specialist

    2 weeks ago

    Docklands, Victoria, Australia Link Group Full time

    Position Overview As an IT Support Specialist, you will be responsible for delivering comprehensive hardware, software, and infrastructure assistance to end users. Collaborate closely with the End User Support Team to provide advanced operational support, ensuring prompt and effective resolution of incidents and service requests. Your role will encompass...

  • Technical Services Specialist

    3 days ago

    Docklands, Victoria, Australia Fujitsu Full time

    About the RoleThe Technical Services Engineer position is a key role within our organization, requiring an experienced candidate with a strong technical background and excellent communication skills. As a Technical Services Engineer, you will be responsible for delivering exceptional service to our customers, supporting and driving the technical agenda of...

  • Technical Services Specialist

    5 days ago

    Docklands, Victoria, Australia Fujitsu Full time

    About the RoleThe Technical Services Engineer position is a key role within our organization, requiring an experienced candidate with a strong technical background and excellent communication skills. As a Technical Services Engineer, you will be responsible for delivering high-quality technical services to our customers, ensuring their needs are met and...

  • Technical Services Engineer

    20 hours ago

    Docklands, Victoria, Australia Fujitsu Full time

    Job Title: Technical Services EngineerWe are seeking a highly skilled Technical Services Engineer to join our team at Fujitsu. As a Technical Services Engineer, you will be responsible for delivering exceptional technical support to our customers, ensuring their IT infrastructure is running smoothly and efficiently.Key Responsibilities:Maintain and support...

  • Technical Services Specialist

    2 days ago

    Docklands, Victoria, Australia Fujitsu Full time

    About the RoleThe Technical Services Engineer position is a key role within our organization, responsible for delivering exceptional service to our customers of Modern Workplace services. As a Technical Services Engineer, you will be accountable for maintaining the managed End User Computing environment for Fujitsu customers, ensuring seamless operation and...

  • Technical Services Engineer

    2 days ago

    Docklands, Victoria, Australia Fujitsu Full time

    About the RoleWe are seeking an experienced Technical Services Engineer to join our team at Fujitsu. As a Technical Services Engineer, you will be responsible for delivering exceptional technical support to our customers, ensuring their IT infrastructure is running smoothly and efficiently.Key ResponsibilitiesMaintain and support our managed End User...

  • Technical Services Specialist

    19 hours ago

    Docklands, Victoria, Australia Fujitsu Full time

    About the RoleThe Technical Services Engineer position is a key role within our organization, responsible for delivering exceptional service to our customers of Modern Workplace services. As a seasoned professional, you will be accountable for maintaining the managed End User Computing environment for Fujitsu customers, ensuring seamless operations and high...

  • Technical Services Specialist

    1 week ago

    Docklands, Victoria, Australia Fujitsu Full time

    About the RoleThe Technical Services Engineer position is a key role within our organization, requiring an experienced professional to deliver exceptional service to our customers of Modern Workplace services.This role supports and drives the technical agenda of the managed End User Computing and M365 environment, with a focus on repeatable 3rd level...

  • Desktop Support Specialist

    2 weeks ago

    Docklands, Victoria, Australia Link Group Full time

    About the RoleWe are seeking a highly skilled Desktop Support Specialist to join our team at Link Group. As a key member of our IT department, you will be responsible for providing exceptional technical support to our end-users, ensuring timely and efficient resolution of incidents and service requests.Key Accountabilities and Main ResponsibilitiesDeliver...