IT Service Technician

The Service Technician role is a member of the Technical Services Team which delivers standardised technical services to Gecko IT Solutions' small to medium-sized business customers as directed by the Customer Solutions Team.

Following standards and procedures set out by the Customer Solutions team, your role is integral to the smooth delivery of technology solutions that improve operations for Gecko and our customers.

This is an entry-level technical role with a focus on following procedure to gain a strong foundation in technical support and good IT service management practice. Drawing on your interest in technology and a strong aptitude and passion for self-improvement, you will build an in-depth understanding of how we address customer needs with technology. Combined with lateral thinking and problem-solving methodologies developed over time, this role is the first step in your progression towards a Technical Account Manager role.

Customer Service and Technical Support:

• Consistently set and meet high service quality standards
• Manage your technical services queue, providing phone, email, web portal, and in-person support, ensuring requests and assigned tasks are understood, updated and worked on in a manner reflecting well understood urgency and impact
• Follow Gecko technical standards and procedures related to delivery of technical services
• Record, suggest and implement changes as authorised to maintain and improve technical services standards and procedures
• Maintain an organised and safe workshop and workplace environment at all times
• Travel to and from customer sites to deliver technical services and support the Customer Solutions team

Directly Support the Customer Solutions Team

• Deploy and assist the Customer Solutions team to deploy technology changes to customers' environments (such as workstations, peripherals, printers, network and server hardware etc)
• Play a key role in maintaining customer end-user equipment, performing routine maintenance and co-ordinating vendor support as required
• Work with the team to on-board and off-board customers to Gecko agreements and systems

Continuous Service Improvement

• Maintain awareness of company and customer needs. Assist the Customer Solutions team to be aware of customer requirements and opportunities for improvement
• Develop practical ways to optimise the delivery of technical services for the Customer Solutions team as well as to customers

Professional Development

• Proactively identify opportunities for on-the-job and external learning. Participate in periodic professional development planning
• Execute professional development plans in a manner sensitive to business and team needs
• Participate in peer review exercises to positively contribute to team development

Work Practices, Compliance, and Security

• Proactively maintain awareness of industry and technology trends that could be applied to improve Gecko and customer operations
• Advocate for the customer, identifying opportunities to enhance Gecko service offerings to maintain currency and effectiveness
• Work effectively in the team environment demonstrating leadership at all levels
• Ensure your work schedule and record of work performed is kept up to date
• Ensure all activities maintain robust security measures to protect data and systems

After Hours Support

• From time to time provide after-hours service to the customer and assist the Customer Solutions Team after hours to complete project work and other deployments as required

Gecko IT Solutions is committed to providing the best possible work-life-balance for our team. We bind together to support flexible work arrangements wherever possible, including scheduled work from home days and work hours tailored to individual's needs on a case-by-case basis.

Flexible work arrangements are periodically re-evaluated to ensure a best fit to the team, business, and customers' needs.

Health safety and wellbeing

• We are committed to providing a safe and healthy work environment to all employees. Employees are expected to perform their duties in accordance with the Occupational Health & Safety Act 2004 and all regulations, codes of practice, and organisation policies and procedures. In addition, employees are expected to:
• Report all safety incidents and hazards immediately
• Taking reasonable care for own safety and that of others
• Ensuring that the work environment is free from any form of discrimination, harassment or bullying

Information security

• Ensure that Gecko IT Solutions' information, systems and networks are secure by:
• Complying with all company Information Technology policies and procedures Completing information security awareness training
• Reporting all suspected or identified information security incidents or issues immediately
• Owning information security mistakes e.g. reporting that you have clicked on a link in a phishing email

• A valid and current Victorian Driver's license
• Unhindered access to and ability to drive a personal vehicle suitable for transporting equipment such as laptops, screens etc to customer sites
• Valid, current and ongoing Australian workers' rights
• Reside within comfortable daily commuting distance of Gecko's Bendigo office
• From time to time, you may be required to work outside normal business hours to deliver on deadlines or within customer availability
• May occasionally be required to work at remote locations requiring overnight stay

Success profile

• Minimum of 12 months work experience in any full-time customer facing role in a fast paced environment
• A true customer-first outlook with an appreciation of the importance of customer satisfaction
• Demonstrated ability to follow direction while taking ownership of outcomes
• A demonstrated flare and genuine interest in technology
• Strong written and verbal communication skills
• Good organisational skills while maintaining flexibility and adaptability to change