Ict Customer Support Officer

**Comwire IT Pty Ltd**

**JOB TITLE: ICT Customer Support Officer**
- Full time position
- 38 hours per week
- $80,000 per year + superannuation
- Sydney, NSW 2000

**Reports to**: National Operations Manager

**Purpose of Position**:
As a member of our ICT Support Team, an ICT Customer Support Officer will play a crucial role in ensuring that our organization's technology infrastructure operates efficiently and effectively. This involves providing remote and occasionally on-site support to help our clients users with a diverse range of voice or networking issues across varying technologies. With extensive VoIP experience, this role will also oversee upskilling a number of IT Support Technicians across the basics of Voice Support to assist with ticket requests.

**Main Duties and Responsibilities**:

- Ascertain the hardware and software requirements for resolving technical issues reported by customers remotely, or if required on-site.
- Configure, and set up new users, extensions and potentially DIDs in Broadsoft ensuring effective utilisation of software and equipment.
- Answering customer queries about hardware and software issues.
- Review and update knowledge base and technical support documentation to reflect current technical information on process or product.
- Collaborate with the Technical & Engineering team to diagnose problems and identify corrective actions for customers and ensure incidents are effectively managed and root cause solutions implemented.
- Setting up and downloading the proper software.
- Follow agreed process and procedures by logging issues, requests and questions.
- Review and update knowledge base and technical support documentation to reflect current technical information on process or product to improve our technical standards;
- Support clients within all SLA timings and maintain communication throughout the entire process of incident management.
- Work with third party vendors and software providers to maintain and resolve product issues for our clients’ systems.
- Diagnose and troubleshoot issues relating to the following:

- 3CX
- Microsoft Teams Calling
- Access 4
- Networking, Firewall, WiFi and cloud issues
- Microsoft 365, SharePoint, Azure, MS Teams
- Windows & Apple operating systems

The job will be full time, with hours to be worked between 9.00 am and 5.30 pm Monday to Friday.

**Skills & Competencies**:

- **Customer service focused**: Committed to providing exceptional customer service across all methods
- written, phone and face to face.
- **Communication**: The ability to communicate clearly and concisely, varying communication style depending upon the audience.
- **Attention to detail**: Excellent attention to detail and written skills when communicating with others, both internally and externally.
- **Problem Solving**: The ability to logically diagnose and troubleshoot issues confidently and efficiently.
- **Solutions Focused**: The ability to think outside the box, to not only resolve the escalated issue, but the root cause of the problem whilst always having a solutions basedfocus.
- **Transparency**: Communicate freely and effectively and is open to feedback on performance.
- **Approachability**: Receptive to others' views and happy to assist other employees when needed
- **Passionate**: Encourages others and always bring their best self to work.
- **Accountable**: Owning situations and outcomes.

**Technical Skills & Experience**:

- A Diploma in Information Technology or similar.
- Relevant 3 years’ experience in lieu of formal qualifications.
- Previous MSP or Service Desk related experience.
- Windows or Apple Client and/or Server Qualifications would be desirable.
- Practical experience on the core Office 365 platform (Sharepoint, Teams, Admin Portal and Directory Sync) desirable.

**Salary**: $80,000.00 per year

Schedule:

- Monday to Friday

Work Authorisation:

- Australia (required)

Work Location: In person