Technology Support Engineer

7 days ago

Rockdale New South Wales, Australia Glad Group Full time $60,000 - $90,000 per year

About Us:

With over 30 years' experience, Glad Group is positioned as a leader in the delivery of integrated property services across Australia.

Position Overview

We are looking for a level 1 Technology Support Technician with at least 1 year of IT support experience to join our small but dynamic support desk. In this role, you will serve as the first point of contact for all technical support requests, ensuring efficient issue resolution, clear communication, and exceptional customer service. You will work closely with other team members including the IT Manager to maintain smooth day-to-day IT operations.

Key Responsibilities

  • Provide first-level support via phone, email, or remote assistance to resolve basic hardware, software, and network issues on laptop and mobile devices.
  • Support staff with Microsoft 365 environment (Teams, Outlook, SharePoint, OneDrive)
  • Document incidents and service requests in the IT ticketing system.
  • Set up and configure hardware and approved software.
  • Prioritise, categorise, and triage support tickets; escalate complex issues with clear documentation.
  • Perform routine equipment maintenance, updates, backups, and antivirus scans.
  • Keep accurate records of IT assets
  • Collaborate within team members to share knowledge and improve service.
  • Travel interstate for onsite hardware support at new offices as needed.

Required Skills and Qualifications

  • Experience: 1 year of experience in an IT support desk role (MSP experience highly regarded)
  • Technical Knowledge: Basic understanding of computer hardware, Windows operating systems, Apple iOS, Microsoft 365, and fundamental networking concepts (e.g., TCP/IP, DHCP, DNS). Experience managing mobile devices through Meraki MDM or equivalent.
  • Communication Skills: Strong verbal and written communication abilities, with the capacity to explain technical concepts clearly to non-technical users.
  • Problem-Solving: Analytical thinker with keen attention to detail and the ability to methodically resolve issues.
  • Customer Service: A friendly, patient, and approachable attitude with a genuine desire to assist users and solve their problems.
  • Time Management: Capable of managing multiple tasks simultaneously and prioritising effectively in a dynamic environment.
  • Teamwork: Willingness to collaborate and contribute to team goals.
  • Adaptability: Eager to learn and adapt to new technologies, tools, and procedures.

Typical Duties

  • Answering and logging all incoming support requests.
  • Performing initial troubleshooting and diagnosis.
  • Resetting passwords and unlocking user accounts.
  • Reimaging and configuring workstations
  • Setting up workstations and mobile devices for new employees.
  • Installing approved software and updates.
  • Monitoring system alerts and responding as directed.

Working Environment

  • A supportive team environment
  • Ongoing training and professional development
  • Lifting and moving of IT equipment
  • Occasional travel to remote sites
  • 5 days onsite in Rockdale office

Mandatory Requirements:

  1. Permanent Australian Residence living in Sydney
  2. Australian Driver's License and unencumbered access to a car for travel within NSW
  3. Available for infrequent interstate travel
  4. A minimum of 1 year working in an IT Support Desk or MSP

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