Ict Customer Support Officer

1 week ago

Burwood, Australia intech3 Full time

You will be a part of Intech3’s Service Delivery function, operating in a highly performing team, handling a range of IT requests and incidents.

Responsibilities include, but are not limited to the following:

- Work Collaboratively as a Team with other Team Members
- Positively contribute to Intech3's culture and brand at all times
- Logging and management of Service Desk tickets within ConnectWise
- Installing and configuring hardware and software components to ensure usability
- Troubleshooting hardware and software issues
- Ability to ensure SLA's, policies & procedures are achieved
- Creating and maintaining technical documentation
- Administration & troubleshooting within Active Directory
- Administration & troubleshooting of M365 environment for clients
- Escalating requests and incidents where necessary
- Identification & escalation of major incidents P1/P2
- Identifying areas of improvement and raising with your team and management
- Other duties outlined by the Service Delivery Manager and Helpdesk Team Leader

**Qualifications & Skill Requirements**:
Minimum Qualifications & Skill Requirements:

- A degree in an education / technology field or 3 years’ experience in a similar position
- Demonstrated success in working with people in establishing aligned goals, objectives, and change management plans
- Strong verbal and written communication and collaboration skills
- Must possess positive, professional interpersonal skills
- Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines
- Maintain important records within ticket management system (ConnectWise System) efficiently and accurately
- Perform duties and responsibilities unsupervised, while keeping a team-based approach seeking assistance as needed
- Establish and maintain effective working relationships with other Intech3 employees
- Perform time management and scheduling functions, meet deadlines, and set service priorities, including following up on such functions
- Manage multiple tasks effectively
- MSP experience is preferred but not essential

**Technical Skills**:

- Strong knowledge and experience of Microsoft products including Windows server and Microsoft 365 & VMware
- Excellent Active Directory experience
- PC build experience in Windows 10 & 11 with automation experience highly regarded
- Experience with Citrix and Terminal Services environments
- Experience with Exchange, Backups and Monitoring Tools
- Experience in providing technical support to a high level
- Strong M365 administration & support experience

**Salary**: $90,000.00 - $105,000.00 per year

**Benefits**:

- Salary packaging

Schedule:

- 8 hour shift

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Burwood, VIC 3125: Reliably commute or planning to relocate before starting work (required)

Work Location: In person

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