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Helpdesk Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeSupport Full time $60,000 - $80,000
Support Specialist

We are looking for a Support Specialist to join our team. In this role, you will provide technical support to clients, addressing Level 1/2 issues and escalating as necessary.

You will be responsible for daily interaction with end-users, requiring efficient problem-solving and customer service skills to ensure a positive support experience.

The ideal candidate will have strong analytical skills, a methodical approach, and the ability to manage stakeholder expectations and build strong working relationships.

A flexible and adaptable individual who is comfortable in fast-paced and evolving support environments.

Key Responsibilities:
  • Respond promptly to, diagnose and troubleshoot incoming service desk requests and queries which can be via phone, customer self-service, email, remote support or walk-in.
  • Accurately receive, log and action service requests for standard IT services according to established procedures and timeline.
  • Provide support with user onboarding and offboarding processes including access provisioning and termination.
  • Utilize the internal knowledge base and available documentation to resolve incidents effectively and efficiently.
  • Participate in ongoing knowledge sharing and contribute new or updated knowledge articles.
  • Ensure proper documentation and tracking of all user interactions and resolutions in the ticketing system.
  • Escalate complex or unresolved issues to Level 2 or 3 support teams, following established escalation workflows.
  • Provide excellent customer service with a professional and empathetic approach in all interactions.
Working Conditions:
  • Based in Sydney
  • Full time opportunity
  • Onsite
  • Must have driver's Licence
Requirements:
  • 2 years prior experience in a Service Desk or Network Operations Centre (NOC), preferably in a business-to-business environment.
  • Experience supporting Microsoft 365, Active Directory, MFA, VPN, and remote access solutions.
  • Practical familiarity with ITSM platforms – ServiceNow and Jira experience is highly regarded.
  • Strong ability to diagnose and effectively troubleshoot IT issues across hardware, software, networking, and enterprise applications.
  • Competent in supporting end-user environments and working within a structured IT support framework.
  • Familiarity with the ITIL framework and service management best practices.
  • Demonstrated problem-solving and analytical skills, with a methodical and customer-focused approach.
  • Ability to manage stakeholder expectations and build strong working relationships.
  • Clear, confident communication skills suited to working with a broad range of users, including executives.
  • Flexible and adaptable in fast-paced and evolving support environments.
Certifications:
  • Microsoft Mid-Range
  • Relevant Cisco Certifications and Partner Support experience is desirable.
  • HP Technician or similar hardware experience with endpoints and workstations is highly desirable.
Benefits:
  • Atturra offers a supportive and welcoming culture where everyone is encouraged to achieve success through collaboration, hard work and dedication.
  • Valuable employee benefits, recognition, and wellbeing platform.
  • Mental health support through our Employee Assistance Program.
  • Support for family and caring responsibilities, including paid parental leave.
  • Employee referral program, with monetary incentives offered.
  • Proudly recognised as a Veteran Friendly Employer by the Department of Veterans Affairs' Veteran Employment Commitment (VEC).
Why Join Us:

As a Support Specialist at Atturra, you will be part of a dynamic team that fosters an environment of possibility and growth.

Our company values include camaraderie, innovation, dedication, respect and excellence in everything we do.

We believe in creating a supportive and welcoming culture where everyone is encouraged to achieve success through collaboration, hard work and dedication.

Our goal is to provide a comprehensive and inclusive support experience that meets the needs of our customers and stakeholders.