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ICT Customer Support Officer
1 day ago
ITConnexion is looking for an
ICT Customer Support Officer
Job Description:
As an ICT Customer Support Officer, you will provide responsive support, education and guidance in the deployment and maintenance of computer infrastructure for our clients, and the diagnosis and resolution of technical problems and issues.
This position is a full-time permanent role based in Hawthorn East, VIC, Australia
Key Responsibilities:
- Customer Support: Act as escalation point for Service Desk Team and resolve service desk requests/tickets as per SLA. Respond to queries on software and hardware problems Determine software and hardware requirements and provide solutions/workarounds.
- Site Visits: Attend site visits at client premises and perform tasks such as Review and adapt existing accessories, applications, OS configuration to meet users' desktop computing requirements. Repair/replace peripheral equipment such as terminals, printers and desktop networking equipment.
- Workshop: Prepare, assemble and install IT hardware (desktop/laptop, accessories, printers etc.). Troubleshoot, maintain and repair desktop computer hardware, software and related equipment.
- Projects: Participate in projects for customers, as well as internal company projects as required, for example setting up new computer equipment, screens, applications installations and joining computers and printers to client's network.
- Cross-Functional Collaboration: Work with internal and external teams to ensure successful service delivery and client satisfaction.
Qualifications
- Diploma / Bachelor in IT, Computer Science, or related field (or equivalent demonstrated experience)
- Certificate IV in Information Technology (or higher)
Skills & Experience
- Minimum 2+ years in Service Desk or related customer facing support role.
- Microsoft Operating System (Desktop/Server) and MacOS
- Cloud Services: MS O365, Exchange, Sharepoint, OneDrive, Teams
- Active Directory, Group Policy, InTune, DHCP, DNS, IIS, TCP/IP
- Cyber Security solutions: Sophos End-points, Sophos Firewall
- Backup and DR solutions: MS Windows Server Backup, Veeam, Datto BCDR, Spanning
- Technology vendor certifications will be highly regarded especially Microsoft, Sophos or related vendors
- The ideal candidate will have talent for client relationships and be passionate about delivering an "Amazing Customer Experience"
Personal Attributes & Additional Requirements:
- Teamwork: Willingness to assist, support, and collaborate with team members.
- Time Management & Organization: Ability to prioritize tasks efficiently and complete duties within deadlines.
- Problem-Solving: Logical thinking with a proactive approach to resolving IT issues.
- Flexible and resourceful, with a positive approach to change.
- Self-driven, with a passion for continuous learning and improvement.
- Full Victorian (Australian) Driver's License.
