Helpdesk Extraordinaire

**About the business**

**Our Culture**:
**Respect -** Be kind, listen, honour the systems, processes, culture, tools & environment we’re creating.

**Excellence -** Be proud of what you implement and create, make it great and amaze others.

**Education -** Knowledge is a journey - we are always learning. Changes = Growth = Opportunity

**Responsibility & Accountability -** We take responsibility for our actions, Errors, mistakes & stuff up’s are our greatest opportunity to learn.

**Teamwork -** We Park our ego and pride and show up for others. Together we are better.

**EVOLVE -** To evolve is to grow, to advance, to progress and develop not just the business but personally and as a team.

Evolve Technologies is an IT Managed Services provider based on the Gold Coast, Toowoomba & Brisbane, committed to working with forward thinking businesses; providing cutting-edge technology to improve organisations' efficiency, capacity, functionality, and security.

As an established IT provider, we specialise in delivering a complete range of fully managed and secure IT and telecommunication services nationally, making Evolve an essential choice for a company's IT needs.

Our services include:

- Helpdesk Support
- Hardware and Software
- Network infrastructure
- Voice and Data
- Networking and Security
- Hosting and Backup Services

**About the role**

**Key Responsibilities**
- Provide comprehensive Level 1 Support, prioritising, delegating tickets to fellow employees when necessary
- Provide Evolves valued clients with a high level of Customer Service throughout all communications.
- Performing diagnosis and investigations into problems
- Escalation of reported and registered Incidents/Service Requests to 2nd level Support/ Team Leaders where necessary
- Ability to work independently and effectively
- Ensure all incidents and requests for work are logged into the Help Desk system
- Manage assigned service requests to ensure they are actioned within the client's agreed SLA.
- Meet the team's response to resolution time targets
- Logging faults with carriers and 3rd parties
- Assisting to maintain and proactively monitor customer and internal networks and systems

**Skills and experience**
- Minimum 1 year experience either in a similar role working with a managed services provider or in a Microsoft Windows based environment is a mandatory requirement.
- Experience with ConnectWise Manage is highly desirable.
- Basic understanding of server hardware and VMWare
- Basic understanding of networking technologies such as TCP/IP, DNS, DHCP, routing/subnetting and firewall technologies
- **Software development experience (at even a fundamental level) (optional)**
- **Experience with Microsoft PowerShell, Python 3 and/or PHP would gain you bonus points with us (optional)**
- **Experience in the automotive** industry, specifically with Pentana Solutions products **(optional)**
- Excellent technical diagnostics and resolution skills
- Ability to pick up new concepts quickly
- Flexible to alternate solutions

**You will be a resident of the Gold Coast, a motivated team player with a thirst for personal/professional growth.**

**You will have the following proficiencies and attributes**:

- **Personality - we’re looking for a team member whose personality shines both internally and externally to our valued clients.**
- **INITIATIVE - we love being asked questions and sharing our knowledge with our teammates. We believe the more questions you ask, the better your learning experience.**
- **Excellent attention to detail and problem-solving skills**
- **Strong technical aptitude with desire for continuous improvement**
- **Experience or interest in PABX, VOIP, SIP, Security, Data Centre, Cloud services, is desirable but not mandatory**
- **University degree in Information Technology or equivalent industry certification is desirable but not mandatory**
- **Excellent communication skills, an inner drive for success and a meticulous nature.**
- **Ability to work as part of a team, as well as independently where required.**
- **Good time management skills.**
- **Boundless curiosity for systems and their inner workings.**
- **And most importantly** - INITIATIVE and a desire to learn and grow

**Salary**: $46,808.53 - $70,000.00 per year

**Benefits**:

- Professional development assistance

Schedule:

- 8 hour shift
- Day shift
- No weekends

Ability to commute/relocate:

- Southport, QLD 4215: Reliably commute or planning to relocate before starting work (preferred)

**Experience**:

- Help desk: 1 year (preferred)

Licence/Certification:

- Full Driver Licence (required)

Work Authorisation:

- Australia (required)

Work Location: In person