Technical Support Specialist

4 days ago

Burwood East, Victoria, Australia Peoplebank Australia VIC Full time $60,000 - $80,000 per year

Job description

This major international electronics manufacturer is seeking an experienced level 1 Technical Support Specialist to work within their Network Operations Control Centre (NOC), a 24/7 single point of contact to all managed and support services customers.

A range of proactive activities are coordinated by the NOC including preventative maintenance, system upgrade and other optimisations activities.

Details

  • 12 month initial contract with view to extend (ongoing requirement)
  • Based in Burwood East (no hybrid working arrangements)
  • $38 per hour + Superannuation (plus shift allowance & penalty rates for overtime)
  • 24/7 rotating roster – 12 hour shifts, commencing 6am or 6pm
  • 4 days on, 4 days off

Responsibilities

  • As a first point of contact you will be responding to phone calls and email requests received in the NOC by Incident logging, troubleshooting and restoring service. Ensuring that Service Level Agreements are met at all times
  • Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom)
  • Work within our ticketing system to create detailed work logs and improve technical documentation as part of our continual improvement process.
  • Acting as the first point of contact for any Network/Subscriber related problems
  • Develop good customer relationships through excellent customer service

Requirements

  • Customer service experience and very strong communication skills are mandatory for this role
  • Ability to pass police check
  • Must have access to a car to commute to work at 6am or 6pm
  • Ability to follow the rotating roster outlined above
  • 1 – 3 years of experience working in a similar role
  • Technical Background/understanding
  • Understands basic security concepts
  • ITIL Framework basic networking and security concepts also a bonus

Next steps

This role is moving very quickly, so please apply ASAP with your CV (no cover letter needed) using the 'Apply Now' button.

For more information or a confidential discussion, please contact Clancy Morris-Dalton on Clancy.Morris- quoting reference 268373

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