Technical Support

Melbourne

This is a great opportunity to work with an enterprise client, based in Mount Waverley, Melbourne. They are a successful Australian owned and operated company who prides themselves on their superior customer service, innovation, and extensive product range.

There has been significant investment in IT infrastructure through recent acquisitions and as they embark on transformational change, migrating from legacy systems to upgraded platforms, building out a new environment and integrating these newly acquired businesses, this is an exciting time to join the team.

As part of the IT Customer Service team, this role will act as the escalation contact for any cases that the 1st level team are unable to resolve, providing expert IT support for these escalated incidents and requests within the scope of IT Services, logging and resolving requests and providing excellent customer service. The role has a good mix of responsibilities across Service Desk Operations, basic network and infrastructure support and Endpoint Technology support.

Further responsibilities include:

  • Providing 2nd level troubleshooting of hardware and software issues and engaging assistance from 3rd parties, if required
  • Providing technical IT Support for the organisation, logging all support calls, emails, walkups and requests accurately in the designated helpdesk system
  • Participating in project work or project secondments as required
  • Co-ordinating New Store setups
  • Creating and maintaining Wiki articles for other Level 2 support staff to use
  • Coaching/Cross-skilling 1st level team on systems
  • Provide in depth support of software systems (Pronto/MoPro/Puppet/AT Mode)
  • Hardware support for Desktops, Laptops, Thin Client, POS, Smart Phones, Tablets

Must-haves for the role:

  • 1-3 years’ experience working in a customer focused helpdesk or 2nd level technical support role
  • Experience with Helpdesk software and processes
  • Experienced at assembling, diagnosing and fixing desktop PC’s and POS hardware, including installation of OS and software and a strong understanding of printers and peripheral devices
  • Experience with the use of Remote Control/Access software (Teamviewer, RDP, etc)
  • Strong understanding of networking (DNS, DHCP, TCP/IP, networking equipment) including configuration
  • In-depth knowledge of current Microsoft Windows desktop platforms (Windows 10), AD and Exchange
  • Sound knowledge of Microsoft Office Suite (Work, Excel, Outlook), installation, configuration, and support

This role will suit a Windows generalist, eager to get down and dirty on endpoint side and effectively get across systems and networks, providing the highest level of support to the business and has a proven ability to work as part of a team in a very busy environment.

Apply online or email [email protected]

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Date Listed
08/11/2021
Reference
AF1247191
Location
Melbourne
Contact
[email protected]
Type
Permanent / Full Time