Ict Support Technician

2 days ago

Brisbane, Queensland, Australia Smile It Full time

Full time position based at our Tingalpa office
- Growing and collaborative team
- Genuine career development and progression

Smile IT is a thriving ICT Solutions Provider and MSP, with a workplace culture and work life balance we are proud of.

Our clients range from small, smart businesses to large multinationals. We've helped numerous organizations to be more efficient, more agile, and ready to innovate.

Within this exciting environment we provide all our team with a wealth of opportunities to advance their careers through training, certifications, advancement opportunities and great incentives.

**The job involves**:

- Providing professional and courteous Help Desk customer support
- Maintaining a high level of communication, and building strong working relationships, with customers and your team members
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Accurately recording problems, events, and their resolution on tickets
- Installing and configuring computer hardware, software, systems, networks, printers, and scanners
- Installing and configuring telecoms hardware and systems
- Visiting customer sites to troubleshoot and/or install equipment while demonstrating a high level of professionalism
- Traveling with site teams to remote customer sites
- Working on special projects and teams to assist with customer service delivery
- Taking ownership of project tasks, liaising with stakeholders and following up to deliver high quality outcomes
- Compiling technical documentation and reports
- Collaborating effectively with other teams and departments to resolve customer issues and improve service delivery
- Completing training, research, product assessment, and assigned tasks to grow your technical knowledge and share knowledge with the team
- Completing assigned tasks to maintain compliance with Smile IT and ISO 27001 policies and procedures

**Do you have...**

Relevant ICT/Help Desk experience
- Exceptional customer service and excellent communication skills
- Experience using ticketing systems (ConnectWise preferred)
- Experience using remote access systems for troubleshooting (ConnectWise Control

preferred)
- Strong Microsoft 365 experience supporting Office, SharePoint, Exchange etc.
- Azure Virtual Desktop, Azure Remote Desktop and/or Windows 365 Cloud PC experience
- Knowledge of networking/infrastructure an advantage (Juniper/Ubiquiti etc)
- Willingness to travel to local and remote customer sites

**Together with**
***
- A can-do attitude, resilience, and a willingness to learn new things and step outside your comfort zone
- The ability to take ownership and accountability for support tickets and coordinate with appropriate resources to resolve them in a timely manner, in accordance with service level

agreements
- The ability to balance tenacious problem solving with the understanding of when to escalate unresolved issues to provide the best outcome for the customer
- A flair for teamwork and collaboration
- The ability to produce great documentation and reports
- Proven strategies to handle a busy task list under pressure

If
**Yes** then please feel free to APPLY HERE. We look forward to hearing from you.

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