Ict Support Technician

7 days ago

Macquarie Park, Australia HUBIFY COMMUNICATIONS PTY LTD Full time

**Position Title**

ICT Support Technician

**Status**

Full Time

**Location Macquarie Park**

**Salary**

Sydney

$55,000

**Shift**

Monday to Friday - 38 hours per week some overtime may be required

**Reports to**

ICT Head of Operations

**Practice/ Department/ Team**

Managed Services

**Key purpose of the team**:
The Managed Services Practice provides outsourced day to day IT management to our customers. They deliver Help Desk, Network Monitoring and Management, Server Management, Desktop Management and Network-based services to our customers.

The Support Technician team is tasked with providing the first point of contact for the customer. Key performance indicators ensure the teams direction and strategy are aligned with ensuring clients are satisfied and contract obligations fulfilled.

**Key purpose of this position within the team**:
**Key Accountabilities**:
Working on a rotating roster (Monday to Friday):

- Research, isolate and resolve routine issues, escalating complex problems in accordance with internal procedures.
- Action Service Requests, or Requests for Information from clients; within agreed SLA.
- Take ownership of issues through the entire process whilst maintaining a great level of communication and attention to detail.
- Create, update and follow knowledge base articles (KBAs) to improve the team’s effectiveness.
- Attend client sites as required.
- Manage escalated tickets from Service Desk Analysts.
- Provide On-Call afterhours support; rotating roster

**Position Specification of Support Technician**:
Knowledge and Skills
- Excellent troubleshooting and problem-solving skills with the ability to multitask.
- Working knowledge of ITIL.
- Working knowledge of cloud solutions - Azure, AWS, GCP.
- Understanding of networking principles and experience troubleshooting connectivity issues.
- Experience with troubleshooting mobile devices, including Windows, iPhones, and others.
- Understand the importance of time sheeting and call logging standards with a willingness to put it into practice.
- Previous experience with ticketing system.
- Great written and verbal communication abilities while you work with all levels of staff in an organization.
- Attention to detail.
- Experience and enjoyment in providing excellent customer service.
- Ability to create and update technical documentation

Experiences:

- Minimum 2+ years as a Support Technician in a Similar Role or large organizations
- Bachelor of Mechanical Engineering or equivalent Degree

Abilities:

- The ability to work well in a team
- A proactive approach to managing IT
- A strong focus on customer service
- A genuine interest in resolving IT issues with users at all levels of the organizations
- An excellent work ethic that will inspire confidence in management
- The discipline to work with mínimal supervision
- An understanding of the importance of time-sheeting and call logging standards and a willingness to put that into practice
- Strong verbal and written communication skills

**Salary**: $55,000.00 per year

**Benefits**:

- Professional development assistance
- Work from home

Schedule:

- Monday to Friday
- On call
- Overtime

Ability to commute/relocate:

- Macquarie Park NSW: Reliably commute or willing to relocate with an employer-provided relocation package (preferred)

Work Authorisation:

- Australia (preferred)

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