Helpdesk Support Level 3

4 days ago

Sydney, Australia Coco Republic Full time

Based in our head office in Alexandria
- Generous perks & discounts
- Providing level 3 support

**Coco Republic** is one of Australia's leading luxury furniture and homewares brands. Synonymous with quality, service and sophistication, the company is supported by a diverse offering of premium product and design services. Whilst we are proud of our product, we are even prouder of our people - a diverse group of talented and passionate individuals who share a unique love for our brands and customers.

**Your role**
Provide excellent customer service delivery to ensure all IT issues, queries and requests are addressed promptly and efficiently. Be familiar with company objectives, know your contribution and ensure achievement of these.

**On a day to day basis**
- Carry out daily tasks as per the SOP in order to support the business
- Provide training to end users
- Maintaining accounts and licenses as per SOP’s
- Investigate and troubleshoot all incidents and provide workable solutions for our customers
- Maintain, monitor, improve and support networks (LAN/WAN), hardware (laptop, mobile devices), software, phone systems, backups and storage
- Assist with regular testing of CR full Disaster Recovery Plan
- Ensure all assets are tested, stored and correctly identified and updated in the assets database, following all procedures relating to procurement, change and disposal of assets
- Create and document IT processes as required
- Deal with Escalations from internal and external parties, also manage escalations to external support / service providers
- Ensure suitable antivirus and respective controls are always in place
- Act as a 3rd level support for all infrastructure related help desk calls, ensure all issues are resolved in timely manner
- Assist in the procurement of hardware, software, communication services as required
- Aid other IT team members in support, training, technical knowledge and advice on infrastructure related areas
- Monitor and Support
- Reporting

**Knowledge, Skills and Experience**

**Technical Skills**
- Excellent knowledge of Windows & Mac computers and associated
- Strong experience with MS cloud
- Experience of AWS and Azure
- Experience of Linux an advantage
- Strong understanding of telecommunications cabling infrastructure, WAN, LAN, IP Routing, VPN, VLAN’s
- Exposure to Mobile Device Management systems.
- Office 365 administration support
- Security practices and reporting against regulatory requirements /ISO
- Backup and business continuity
- Strong support knowledge of printers and peripherals
- ERP experience advantageous

***

**Education / Experience / Requirements**
- Minimum 4 year’s experience desktop support experience at level 3
- Excellent communication and customer service skills
- Well organised and able to prioritise effectively
- Ability to adapt to change
- Fast learner
- Ability to multitask
- Vendor Management
- Retail experience advantageous

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