Technical Support Engineer Level 1

4 months ago

Sydney, Australia Provet Pty Ltd Full time

The Role

Covetrus is a global animal health organization providing a range of integrated products and services which drive improved clinical and financial outcomes for vets and pet owners. We have a long history of innovation, continuous improvement, and excellence in customer service to our vets and veterinary practice clients.

We are currently seeking a Technical Support Engineer to join our team in Erskine Park. Reporting to the IT Infrastructure Manager, ANZ, you will act as the first contact point for all technical helpdesk enquiries, providing 1st level frontline technical support to internal and external customers and assisting them with hardware and software problems via phone, email or onsite.

Please note that standard hours are 9.00am to 5.30pm Monday to Friday and this role is required in the office 5 days per week.

Your main responsibilities will include –

  • Maintaining a high level of customer service for all support queries, ensuring a proactive approach to issue resolution, and adhering to all service management principles.
  • Logging all calls on the call logging system and maintaining full documentation for each ticket.
  • Taking ownership of assigned tickets, ensuring that ticket progress and follow up is communicated with users and customers in a timely manner.
  • Installing and configuring computer hardware, software, systems, networks, printers, and scanners.
  • Repairing and replacing equipment as necessary.
  • Supporting users in the use of computer equipment by providing necessary training and advice.
  • Escalating complex issues to Level 2 or 3 Support Engineers.
  • Other duties as assigned by the IT Infrastructure Manager (ANZ).

About You

To be successful you will have;

  • Suitable IT qualifications is preferred, as is completion of ITIL Foundation course and/or Microsoft Certified Professional (MCP)
  • Demonstrated 1 – 2 years’ experience in a similar IT Support role.
  • Significant hands-on experience working with Microsoft desktop operating systems (i.e., Windows 7/8/10).
  • Proven ability to establish strong working relationships across all levels within the organisation.
  • Ability to work well under pressure and prioritise work accordingly.
  • Well-developed verbal and written communication skills and a customer service focus.

Why Join Us?
At Covetrus, we’re proud of our family friendly culture and respectful workplace. We embrace diversity in our workforce and encourage applications from like-minded persons from all walks of life. Covetrus team members are eligible to access a suite of fantastic benefits, to help them look after themselves, their family and their beloved pets. These include –

  • Generous discounts on our range of animal health food & enrichment products.
  • Access to Perkbox/Boost apps for discounts on everyday shopping & amazing health & wellbeing resources.
  • Additional leave benefits – annual birthday leave, paid parental leave, & the option to purchase additional leave.
  • Free 24/7 access to our Employee Assistance Program.
  • Reward & recognition through our quarterly Values Awards and our Service Anniversary Awards.
  • Professional development through our Leadership Development & Emerging Leadership courses.
  • Access to annual flu vaccinations.
  • Annual volunteer days.

Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

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