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Ict Technician

3 weeks ago

North Sydney, Australia Peppermint IT Full time

Peppermint IT is an experienced technical business located in the beautiful north shore and provides end to end support for businesses with a focus on shared services for business. We are recruiting for a level 2 ICT technician and the role description includes:
Advanced Issue Resolution:

- Receive escalated technical issues from first-level support and resolve them efficiently.
- Utilise advanced diagnostic tools and techniques to address complex technical problems involving multiple network layers and interconnected systems.
- System Maintenance and Optimisation:

- Perform regular checks on system performance, implementing improvements and optimisations to ensure high reliability and availability.
- Update and maintain system documentation and logs to reflect changes or additions to the infrastructure.
- Onsite support on site with customers to ensure delivery of services and equipment as necessary
- Regular, schedule appointments with recurring support customers

Customer Interaction and Support:

- Communicate effectively with clients to understand their technical problems and convey solutions in a clear, non-technical manner.
- Maintain a high level of customer service for all support queries and adhere to all service management principles.
- Collaboration and Escalation:

- Work closely with other IT support teams and third-party service providers to resolve multi-faceted issues.
- Escalate unresolved issues to higher-level support or appropriate technology groups.

Training and Knowledge Sharing:

- Assist in training first-level support technicians in handling basic support tasks and understanding complex network environments.
- Contribute to the knowledge base by documenting troubleshooting steps and technical solutions.

**Job Types**: Part-time, Casual

Pay: $40.48 per hour

Expected hours: 24 per week

Schedule:

- 8 hour shift

Application Question(s):

- The role is open to negotiate days and casual or part time. What is your preference for part time or casual, and which days?
- This role involves troubleshooting, diagnosing, and resolving hardware, software, and network-related issues within a managed service environment. Provide some examples of times you have done this as part of your roles.

**Experience**:

- Technical support: 2 years (required)

**Language**:

- Fluent English (preferred)

Work Location: In person

Application Deadline: 08/10/2024
Expected Start Date: 14/10/2024