Jobs in Australia, west melbourne

Job Description

RESPONSIBILITIES & TASKSWork on and resolve Helpdesk TicketsDelight our Clients with a Friendly, Quick and Helpful ExperienceProvide the Client with advanced remote troubleshooting and resolutionRemote & onsite Hardware Maintenance and SupportUse our Ticketing System to work on and resolve Helpdesk Tickets & Service RequestsManaging and recording all work though our Ticketing SystemEnsure that Client Documentation in well maintainedSplit tickets that have several issues into their own individual ticketMake sure that tickets aren’t “stale” throughout the processReview RMM dashboard and apply remediation actions as indicated by our ProcessesReview regularly scheduled / automated actions as indicated by our ProcessesFrom time to time the projects team will need additional resource to help deliver projects either onsite or remotely. When opportunities arise the Level 2 IT Engineer may be required to help with project deliveryEscalate tickets that require Senior Technical or Service Delivery Manager supportCommunicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issueSubmit Timesheets & Expense reports as indicated on their SOPsIdentify, Communicate and Mitigate potential risks to the Service Delivery Manager and ClientsMentor the “Junior” Service Team MembersFollow the schedule provided by the Service Delivery Manager or Service Coordinator / DispatcherFollow Standard Operating Procedures (SOPs) for daily / weekly recurring tasksFollow all our Security Procedures and Keeping a Vigilant Eye for Security IssuesIdentify opportunities for improvement and make constructive suggestions for changeContribute to the process of innovative change effectivelyUndertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO QUALIFICATIONSTechnical Background or Completion of a Technical Degree or Course EXPERIENCESound understanding of support tools, techniques and how technology is used to provide servicesSound understanding of operating systems, business applications, printing systems and network systemsSound diagnostic skills of technical issues related to end-user hardware & software and network devicesSound experience and knowledge of working with the Microsoft 365 PlatformMust be able to type quickly and accurately while talking on the phoneA deep desire to deliver an amazing Client ExperienceAdvanced knowledge of IT Applications, Software & HardwareThe ability to speak both Geek and humanGreat Communications skills, founded in being a good listenerDrivers license, be willing to complete a Police & Working with Children checks.The ability to keep up with & adapt to the fast-paced IT worldBe fully vacinated from COVID19 – As we work in healthcare this is a non negotiable set out by our clients to attend their sites NICE TO HAVEExperience using a Ticketing system / RMM Tool and PSA softwareExperience providing support via remote toolsExperience handling Technical Service TicketsProfessional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.Client Experience Certifications such as Helpdesk Habits etc.Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.Experience managing cloud services such as Microsoft Office 365Experience using ConnectWise ManageExperience using Datto Product Family (RMM & Commerce)