Level 1 Onsite Support Technician

Location: Charters Towers, North Queensland

The Company

Our client is a recognised dependable Managed IT provider with over 12,000 users globally. Their goal is to utilise IT to empower businesses in achieving success in ways that can make the world a better place for all. They help their clients realise their own organisations' visions, which can come alive faster and better when the business' IT is well-maintained and secure. They continuously strive for excellence whilst upholding their core values: Team Players, Driven to Improve, Honest & Genuine, Camaraderie.

As a rapidly growing IT service provider, we are looking for an experienced Level 1 Onsite Support Technician to join our client's incredible team of dedicated professionals. The successful candidate will be placed part time at a customer site in Charters Towers. The Role

The Level 1 Onsite Support Technician is an all-rounder Level 1 IT professional who will provide a high standard of desktop, remote, telephone and email support by providing service excellence in every engagement and resolving IT infrastructure related issues. Primarily, you will be a contributor to the team's success, have a people and customer first attitude, and a passion for technology and customer service.

Note: This role is working on behalf of a leading Queensland MSP, but is based onsite at a growing rural independent school in Charters Towers, North Queensland.

Responsibilities

• Provide first level IT support onsite at our client
• Work to the daily schedule as set out in calendar
• Troubleshoot and resolve complex technical issues related to hardware, software, and network connectivity.
• Diagnose and resolve incidents assigned to you in a timely manner ensuring customer service and client outcomes are paramount.
• Monitor and action alerts from client systems
• Participate in technical up-skilling programs, training and seminars as required
• Acting as the conduit between the client and the remote service desk team
• Be across the multiple projects and keeping the service desk and projects team informed
• General technical support in the office (desktop support)
• Maintaining/updating the RMM, CRM, Ticketing and any other systems used
• Documentation of standards in ITGlue and create user documentation for repeatable tasks/changes/new systems.
• Build and maintain relationships with 3rd party vendors and manage issues with 3rd party vendors

What you will need to succeed

• Previous work experience in an IT support position – at least 6 months
• A qualification in IT is a definite advantage
• Certifications (Microsoft/ITIL/CompTIA A+) will also be highly regarded
• A great communicator, known for your outstanding customer service and taking ownership of customer issues to get them resolved.
• Proficient in Microsoft Office 365 and PSA ticketing systems (ConnectWise a definite advantage)
• Experience/exposure in active directory, exchange, windows server , Microsoft 365 and other cloud-based technology
• Ability and willingness to work towards key performance indicators and service level agreements
• A valid driver's license
• Working with children card

Technical Skills & Capabilities Required:

• Ability to diagnose and troubleshoot issues within your skillset, and know when to escalate
• Experience with Microsoft 365 cloud technologies - Office 365, Exchange, Azure AD, SharePoint/OneDrive, MDM
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members alike
• Knowledge of Windows OS, Server, or Networking is a great advantage

In return, you will work within a reputable organisation and be part of a dynamic team where your skills are valued, and your contributions make a real impact. Competitive compensation awaits, and your journey begins promptly Seize this opportunity and APPLY NOW for an exciting career ahead