L1 Helpdesk Technician (VIC)

Comwire IT Pty Ltd; City of Stonnington; On-site; AUD 60,000 - 80,000; Full time

Job summary

RGIT Australia is seeking a customer-focused IT Helpdesk Technician to provide end-user support via phone, email or chat across Windows and macOS environments. You will diagnose issues, document interactions and collaborate with engineers to resolve problems promptly.

The role requires at least 1 year in an MSP or service desk setting, a Certificate III in IT or near equivalent, and a valid driver's license. On-site support will be required in Melbourne metro area.

Qualifications

• Minimum 1 year MSP or Service Desk experience (highly desirable, not essential).
• Certificate 3 in Information Technology, Bachelor of Information Technology or similar (essential).
• A current driver's license (essential).
• Certification in Microsoft 365 Fundamentals, Access 4 VoIP, Azure, Windows / Apple operating systems, Level 1 Microsoft Server Service Management Experience (Active Directory, Exchange, DNS, IIS, etc.) (highly desirable, not essential).
• 2 Years experience in a customer facing role.

Responsibilities

• Provide technical assistance and support via phone, email or chat, to end-users who are experiencing computer hardware, software, or network-related issues.
• Provide a memorable customer experience with every customer contact by ensuring every service request is handled professionally.
• Provide telephone and ticketing support to internal and external customers.
• Investigating, diagnosing and assessing basic technical problems reported by customers.
• Document all customer interactions in our PSA system.
• Collaborate with the Technical & Engineering team to diagnose problems and identify corrective actions for customers.
• Review and update knowledge base and technical support documentation to reflect current technical information on process or product.
• Support clients within all SLA metrics and maintain communication throughout the entire process of incident management.
• Work with third party vendors and software providers to maintain and resolve product issues for our clients’ systems.
• Follow agreed process and procedures by logging issues, requests and questions.
• Maintain and administer systems, which include computers running Windows OS or mac-OS, Microsoft Office, basic printing, internet, email and Windows server support.
• To assist with workshop related tasks & duties, specifically coordinating deliveries, new workstation/laptop deployments.
• To assist with the procurement and set up of hardware deliveries for projects.
• To provide ad-hoc or scheduled on-site IT support for clients where issues cannot be resolved remotely, or where on-site support is required for On-boarding of a new client.

Skills

Customer service

Communication

Problem solving

Time management

Team collaboration

Education

Certificate 3 in Information Technology

Bachelor of Information Technology or similar

Tools

MS 365 Fundamentals

Azure

Active Directory

Exchange

DNS

IIS

Job description

To provide technical assistance and support via phone, email or chat, to end-users who are experiencing computer hardware, software, or network-related issues. Their primary goal is to resolve technical problems and ensure that computer systems and networks are functioning properly to minimise downtime and optimise productivity.

• Provide a memorable customer experience with every customer contact by ensuring every service request is handled professionally;
• Provide telephone and ticketing support to internal and external customers;
• Investigating, diagnosing and assessing basic technical problems reported by customers;
• Document all customer interactions in our Professional Services Automation (PSA) system;
• Collaborate with the Technical & Engineering team to diagnose problems and identify corrective actions for customers;
• Review and update knowledge base and technical support documentation to reflect current technical information on process or product;
• Support clients within all SLA metrics and maintain communication throughout the entire process of incident management;
• Work with third party vendors and software providers to maintain and resolve product issues for our clients’ systems.
• Follow agreed process and procedures by logging issues, requests and questions.
• Maintain and administer systems, which include computers running Windows OS or mac-OS, Microsoft Office, basic printing, internet, email and Windows server support.

Other Duties

• To assist with workshop related tasks & duties, specifically coordinating deliveries, new workstation/laptop deployments.
• To assist with the procurement and set up of hardware deliveries for projects.
• To provide ad-hoc or scheduled on-site IT support for clients where issues cannot be resolved remotely, or where on-site support is required for On-boarding of a new client.

Skills and Competencies

• Customer service focused: Committed to providing exceptional customer service across all methods– written, phone and face to face.
• Communication: The ability to communicate clearly and concisely, varying communication style depending upon the audience, internally and externally.
• Attention to detail: Excellent attention to detail and written skills when communicating with others, including documentation both internally and externally.
• Problem Solving: The ability to diagnose and troubleshoot issues confidently and efficiently.
• Time management and Prioritisation: Able to prioritise tasks, manage time effectively, and work efficiently to meet service level agreements (SLAs) or response time targets.
• Organisation: Is able to manage, plan and prioritise tasks in a logical and orderly manner.
• Inclusive: Willingness to assist and support others as required within a team environment.
• Transparency: Communicate freely and effectively and is open to feedback on performance.
• Approachability: Receptive to others views and happy to assist other employees when needed.
• Passionate: Encourages others and always bring their best self to work.
• Accountable: Owning situations and outcomes.

Technical Skills and Experience

• Minimum 1 Year previous MSP or Service Desk related experience (highly desirable, not essential)
• Certificate 3 in Information Technology, Bachelor of Information Technology or similar (essential)
• A current driver's license (essential)
• Certification in Microsoft 365 Fundamentals, Access 4 VoIP, Azure, Windows / Apple operation systems, Level 1 Microsoft Server Service Management Experience (Active Directory, Exchange, DNS, IIS, etc.) (highly desirable, not essential)
• 2 Years experience in a customer facing role