This is a rewarding, hands-on, IT support job. You will be working on a help desk with a small and friendly team of people, reporting to the Service Manager regularly and processing tickets that come in. The type of support is L1 and L2 desktop support primarily, but you need to have a good overall understanding of how everything found in a typical office works (printers, networking, telephones etc.)
See below for more detailed requirements of what you must know. We are looking for someone who has a passion for computers and technology. An “all-rounder” with excellent communication skills, who likes a laugh to join our fun and supportive team. You must have excellent verbal and written English communication skills, this is a deal breaker for us. Not only that but you must understand the tone of voice and the subtle ways that Australians speak to each other in day-to-day conversations. Certifications are a bonus, but real-world experience speaks volumes. This role requires excellent time management skills. We are looking for a candidate with intermediate/advanced skills in the following fields:
- Providing end-user support for Windows 10/11 and Mac OS desktop operating systems
- User creation and administration of Microsoft Office 365, including Exchange Online and SharePoint
- Setting up multifunction printers for printing and scan to email scenarios
- Providing end-user support for email systems, including troubleshooting bounce-back error codes and SMTP settings
- Website hosting, domain name registration and DNS records
- Creating extensions on VOIP systems, provisioning new phones and changing call routing • Troubleshooting faulty computer hardware, identifying when a SSD/RAM upgrade makes sense • Using remote monitoring and management tools to maintain devices remotely
- Understanding of core concepts regarding ITIL, IT managed services and ticketing systems
- IT documentation and password management understanding and experience What you will be expected to do: In your daily duties, you will be responsible for performing a variety of intermediate remote technical work ranging from day-to-day IT support requests, and new implementations to planned project work. You will be working for a diverse range of business clients. This role requires you to create, update, and maintain technical documentation of the systems that you work on, and to track your time including writing meaningful notes while working on client requests to enable easy hand off between team members and for billing transparency. You should only apply if you have: • Excellent verbal and written English communications skills • Excellent customer service skills, including but not limited to the ability to translate technical jargon into easy-to-understand language.