Technical Support Specialist

4 days ago

Perth, Western Australia RAC WA Full time

About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at RAC WA.

Company Overview

RAC WA is a leading provider of automotive services in Western Australia, and we are committed to delivering exceptional customer experiences through innovative technology solutions.

Estimated Salary Range: AU$80,000 - AU$110,000 per annum

Job Description

As a Technical Support Specialist, you will be responsible for providing second and third-level technical support to internal customers through our Desktop Support system. You will utilise various tools to their fullest potential, welcome new ideas for tool application, and contribute to the development, testing, implementation, and upkeep of the Managed Operating Environment for the corporate PC infrastructure.

Main Responsibilities:

  • Providing Technical Support: Provide second and third-level technical support to internal customers through the Desktop Support system, utilising Desktop Support tools to their fullest potential and welcoming new ideas for tool application.
  • Developing and Managing Infrastructure: Contribute to the development, testing, implementation, and upkeep of the Managed Operating Environment for the corporate PC infrastructure and aid in the lifecycle refresh components for the Desktop infrastructure layer.
  • Monitoring and Managing Service Delivery: Monitor service delivery performance metrics and collaborate with managers and customers to ensure adherence to service level agreements, managing configuration items to safeguard assets from unauthorized changes.
  • Investigating and Resolving Issues: Investigate system and service issues, support in implementing solutions and preventive measures, and address support requests following established procedures.
  • Enhancing Service Quality: Collaborate with team members and escalation points within the organisation to address issues and enhance service quality, leading project initiatives to deploy solutions for end-users.
  • Maintaining Compliance and Documentation: Adhere to established procedures and policies to ensure compliance with security and data protection regulations, maintaining accurate documentation of support activities, and staying updated on emerging technologies.
  • Providing Comprehensive End-User Support: Manage the installation and configuration of desktops, laptops, peripheral equipment, and software, provide end-user support both remotely and in person, and serve as a reliable service desk escalation point.

Required Skills and Qualifications

To succeed in this role, you will require:

  • Educational Background: A high school education is mandatory. Tertiary qualifications in computer science, Information Technology, or a related field are preferred.
  • Relevant Certifications: Relevant certifications such as ITIL, Azure, CompTIA A+, or Microsoft Certified Professional are desirable.
  • Technical Expertise: Advanced understanding of end-user support, Azure Active Directory, and comprehensive knowledge of Azure AD, Active Directory, Windows, and Office 365.
  • ITSM and ITIL Experience: Exposure to ITSM toolsets (e.g., Jira Service Desk, ServiceNow) and experience with ITIL methodologies.
  • Network and Troubleshooting Skills: Familiarity with network troubleshooting and basic network configuration.
  • Problem-Solving and Communication: Excellent problem-solving abilities, high-level communication skills, and experience in customer service or helpdesk support environments.
  • Leadership and Teamwork: Ability to lead Support Analysts, manage customer expectations, and work effectively both independently and as part of a team.
  • Technical Knowledge and Prioritisation: Sound technical knowledge of desktop hardware and software, ability to manage multiple issues, and prioritise tasks efficiently.

Benefits

We offer a range of benefits, including:

  • Innovative Technology Environment: Work with cutting-edge technologies and be part of a team driving digital transformation across RAC WA.
  • Growth Mindset Culture & focus on Career Development: Join a team that values personal development and enables continuous learning opportunities, certifications, and career progression within a supportive and growth-focused environment.
  • Work-Life Balance: Benefit from flexible and hybrid working arrangements, including temporary remote work options and a focus on work-life balance.
  • Impactful Projects: Contribute to high-impact projects or products that directly enhance RAC WA's services to its members and the community.
  • Diverse and Inclusive Workplace: Be part of an organisation that embraces diversity and inclusion, ensuring a welcoming environment for all employees.
  • Employee Wellbeing: Take advantage of a strong focus on employee wellbeing, including mental health support, wellness programs, and fitness incentives.
  • Community and Social Responsibility: Engage in meaningful community and social responsibility initiatives that align with RAC WA's values and mission.

Others

Please note that this is a full-time position, and you will be required to work a standard Monday to Friday schedule. If you are a motivated and experienced professional looking for a new challenge, please apply now

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