Junior IT Support Technician

1 month ago

Perth, Australia Global Growth Solutions Pty Ltd Full time

About Us :

Western Australian Based IT Services Provider

About You :

EDUCATION

  • Certificate IV in Information Technology or IT Networking
  • Certified in Convergent Network Technologies (CCNT) Certificate
  • CompTIA A+ Computer Technician
  • Microsoft Certified Professional (MCP)
  • ITIL 4 Foundation
  • Microsoft Azure Fundamentals (AZ-900)

Position Summary :

Responsible for providing excellent, skilful, professional IT support services to a wide variety of customers in a friendly service delivery environment. The provision first line of contact and support for customer IT needs. 

Key Requirements :

DESIRABLE QUALIFICATIONS AND EXPERIENCE

  • 1 year of strong direct customer service experience in software or technician environment
  • Proven experience of delivering a high degree of customer service and can effectively problem solve in an “out of the box” way including appropriate interpersonal skills to manage demanding or difficult customers appropriately
  • Strong verbal and written communication skills
  • Self-motivated team player with the ability to work calmly under pressure, to meet tight deadlines and see tasks through the completion with minimal supervision
  • Attention to detail as well as a high degree of accuracy in data entry
  • The ability to ensure that customer requirements are recorded exactly as specified
  • Possess high level of organisational skills, can manage their own time and tasks to completion
  • “Can-do” attitude and leads by example
  • Communicates effectively with team – provides clear information/instructions & listens to the team effectively
  • Communicates effectively with colleagues and management regarding all aspects of customer service
  • Demonstrated ability to solve problems within level of accountability
  • Internal system inductions and hands-on training.
  • Experience in an MSP environment.

Job Responsibility :

RESPONSIBILITIES 

  • Be the first point of contact for IT Support issues across the group
  • Capture technical issue details and create service requests
  • Proactively document procedures and maintain IT records and asset information
  • Install, move and change technology hardware, software and resources under guidance
  • Demonstrate highly accomplished interpersonal skills with a friendly customer service acumen
  • Complete a broad variety of IT Support tasks in a diverse business environment within a IT team environment.

Physical Demands

(The nature of physical effort leading to physical fatigue)

  • The IT Support Technician will have to spend long hours sitting and using office equipment and computers. The IT Support Technician will have to do lifting of computer equipment, supplies and materials from time to time and operate electrical tools and related IT equipment.

Environmental Conditions

(The nature of adverse environmental conditions affecting the incumbent)

  • The IT Support Technician may have to be involved in a number of matters at any one time, and may be interrupted frequently to meet the needs and requests of clients. The IT Support Technician may find the environment to be busy, noisy and will need excellent organizational and time skills to complete the required tasks. 

Sensory Demands

(The nature of demands on the incumbent’s senses)

  • Sensory demands include use of the computer. The office may be noisy and busy making it challenging for the IT Support Technician to concentrate and focus.

Mental Demands

(Conditions that may lead to mental or emotional fatigue)

  • The IT Support Technician operates in a sometimes demanding environment as clients may exhibit frustration, or require immediate responsive assistance services.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge

  • The incumbent must have deemed appropriate and capable knowledge in the following areas:
  • Experience with first level support of Infrastructure applications such as Active Directory and Azure AD
  • A general knowledge of technical infrastructure from desktop to firewall, including LAN and WAN networking principles
  • Proficient in Microsoft office applications (word, excel, office etc.)
  • Proficient in Windows 10/11 OS troubleshooting
  • Good general knowledge of Windows Server and Hyper-V

Skills

  • The incumbent must demonstrate the following skills:
  • Ability to install and administer computer, hardware and software.
  • Analytical and problem solving skills
  • Judgement decision making skills
  • Effective verbal, presentation and listening communications skills
  • Effective written communications skills
  • Computer skills including the ability to operate spread sheet, word-processing, and email.
  • Time management skills

Personal Attributes

  • The incumbent must demonstrate the following personal attributes:
  • Be honest and trustworthy
  • Be respectful
  • Possess cultural awareness and sensitivity
  • Be flexible
  • Demonstrate good work ethics

Job Functions :

IT Support

Job Benefits :

North of the river office location, free parking

Selling Point :

N/A

Contact :

Rebecca Coyne

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