IT Support Staff

7 days ago

Ravenhall, Australia Protecq ICT Solutions Full time

In this role you will;
1. Work with our high performing support desk team of Level 1, Level 2 and Level 3 professionals

3. NBN internet sign ups, VOIP sign-ups, e FAX, Phone Number Porting - Information gathering, proposal and follow ups with clients and technology partners

4. Claiming Hardware and Software related warranties and repairs while actively communicating with the clients and suppliers

5. Keep PSA tool (Eg - NINJA) up to date with client information tickets and technical information.

6. Assist management of medical / dental clients, fulfilling computer and information security standards for Medical general practices and other office-based practices

7. Assist management with new projects, obtain pricing from various suppliers, technology partners, prepare proposals / service level agreements (SLA), etc

8. Looking after domain name registrations, renewals and transfers

9. Manage and resolve customer incidents, problems and requests to the required service level targets in a hands-on customer facing technical role

10. Ensuring that established Service Levels are maintained against pre-determined SLA’s

11. Direct support requests to the appropriate escalation point for functional teams for technical resolution of all related incidents and/or tasks

12. Liaise with customers to perform incident analysis and problem resolution management, to required service targets, defining and recommending solutions where no precedent solution is available.

13. Basic bookkeeping and Administration knowledge to prepare quotes and send invoices when needed

**Key Skills and Experience**
- Demonstrate strong communication skills ensuring that verbal and written responses when dealing with customers and other team members are relevant, clear, complete and logical
- Minimum of 12 months’ experience in an IT environment OR have recently graduated with an IT degree or similar qualification.
- Experience in the following technologies: Desktop support, remote user support, Microsoft 365, SharePoint, Microsoft Teams, onsite desktop and notebook installation.
- Exposure to Network Technologies, Routers, Microsoft Azure, Active Directory, Server Platforms
- Demonstrated trouble shooting skills.
- An understanding of VoIP, Teams voice technologies will be highly valued.
- Experience in using PSA tools

**Job Type**: Casual

**Salary**: From $21.00 per hour

Schedule:

- Monday to Friday

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