Technical Services Representative

2 days ago

Newcastle, Australia Avetta, LLC Full time

**SUMMARY**

Avetta connects networks of safe workers, companies, and assets. We help our clients manage risk, increase productivity, and ensure the safety of their workforce - including contracting companies, workers and assets - in our cloud-based platform. Our Workforce Management product is utilised by many known industry leaders including: Lendlease, Visy, BHP, Woolworths and Transport for NSW.

With our global reach, this is not your ordinary team or opportunity.

**THE ROLE**

The 1st Tier IT Support Technician will provide fast and useful technical assistance on IT systems to internal and external clients. We will develop you to an intermediate level of technical knowledge of Avetta hardware and software solutions.

**KEY RESPONSIBILITIES**
- Manage and triage helpdesk ticketing systems including ensuring SLAs are met.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions regarding both software and hardware platforms (logpoints\gate controllers).
- Consistently work with various stakeholders to reduce and improve time to resolution processes.
- Partner with 3rd party companies in the repair of access control systems at client sites.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Adhere to Service Level Agreements pertaining to ticket and call responsiveness.
- Successfully complete learning pathway training and be able to undertake further training where required.

**REQUIREMENTS**:

- Bachelor's degree, Tafe diploma or equivalent work experience in relation to Information Technology
- 1-2 years' experience in 1st Tier IT technologies
- Proven experience as a help desk technician or other customer support role
- Experience in hardware diagnostics, building laptops

Highly regarded:

- Experience in helpdesk systems (ticket processing\triaging)
- Ability to travel (Domestic and International)
- To be considered for this position you must have the right to work in Australia._

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