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Level 1 Technical Support Representative
2 weeks ago
**Level 1 - Technical Support**:
**Due to the continued growth and advancement of our current Support Teams, Medi Host is looking for a Level 1 Technical Support Representative**:
**What kind of people are we looking for?**:
- Be a self-starter and demonstrate the ability to work autonomously as well as being part of a
strong small team.
- Be passionate about delivering positive outcomes for customers
- Demonstrate an ability to build effective relationships with customers over the phone and in
person
- Ability to work and communicate with people from a broad range of backgrounds and varying
levels of technical ability
- Keep calm under pressure whilst providing high quality work in a fast paced environment
- Anticipate common issues that are likely to arise at customers' sites and develop innovative
processes to resolves these challenges.
- The ability to own customer requests and follow-up until completion
- Display a desire for career progression with a willingness to undergo further training in and
out of hours as required
- Excellent verbal and written communication skills
- Be professionally presented
- Possess a current Australian Drivers licence (Ideal)
- University degree and/or previous med-tech experience highly valued
**What are the core competencies in this role?**:
- A super positive attitude We are a tech company - Your general happiness, technical input
to challenges, general team engagement and drive for your personal and success and growth
matters
- Extremely proficient computer skills with an in-depth technical understanding of our product
offerings.
- Once a cycle, you will be on the on-call roster. (This is currently 1 in 6 weeks) You will be
required to have a laptop within easy access and a mobile phone with you at all times during
the week that you are rostered on and will be required to follow the simple on-call procedure
documentation.
- Specific Technical Requirements:
- Remote Desktop Environments (RDP/Citrix)
- Printers & Scanner driver management, remote installation, troubleshooting, reporting
and break-fix resolution.
- Experience with remote access software (i.e. TeamViewer)
- Active Directory & Group Policy Management
- Comprehensive Understanding of Windows Desktop and Server operating Systems inc:
Win 7-10, Win Server 2008-19
- Apple Mac operating systems and IOS
- Management of AV/ Security Software and troubleshooting
- Ability to learn new medical focused software packages.
**What will you be doing day to day?**:
- Collectively aid the support team to answer every support call within 60 seconds.
- Respond and work towards resolution of support tickets assigned to you within 24hrs.
- Be that stand-out champion on the support desk. Our customers love us - they consistently
report back to us and highlight outstanding customer service of individual team members.
- Provide clear and concise technical documentation for all calls.
- Be a team player. Get in there, push yourself beyond your comfort zone & excel.. You'll be
rewarded
- Build upon our in-house technical documentation and self-help guides for our clientele.
- Quickly identify issues, escalate as required and follow-up with next level customer support.
- Identify and adhere to the billable job framework.
- Following company policies, processes and standards as per the BMS
- Adhere to company policies and procedures, including ISO9001 and ISO27001 frameworks.
**Why should I apply?**:
- Work for one of the leading Medica IT Consultancies in the Country
- Receive numerous incentives
- Work with an awesome and supportive team
- Have a genuine career path in the Medical IT support space
- Great team building activities and gatherings
- Work in the nice end of Sydney - Chatswood
- Work with best Applications and Systems as well as have the opportunity to learn new skills
**What are the next steps?**:
**Disclaimer **:
