Business Support Technician

Queensland Computers is a fast-growing IT Provider with a strong presence throughout regional QLD. We are a young, active and ambitious team that delivers remote and online Managed Services for our Small to Medium Businesses across Queensland. 

You will be part of a supportive and family friendly work environment, with autonomy and flexibility to manage a variety of daily activities.

• Opportunity to invest your skills into a wide range of technical challenges. 
• Full Time role with flexible hours. 
• Competitive Salary package, plus super and a company car.
• Location: Our team's central Office location is in Bundaberg.

About the role 

As an innovative and experienced Support Technician, aka Information Technology Engineer, you will be invited to join our team to provide above and beyond service for our customers. 

We care about the members of our team, and this role will require a special someone, to fill the role of a highly valued team member who is moving into a new industry. 

Responsibilities

Customer Service:

• Address and resolve escalated helpdesk tickets
• Enhance clients' experience with prompt, friendly, and efficient service
• Offer advanced, remote troubleshooting assistance
• Provide remote hardware maintenance and support

Ticketing System & Monitoring:

• Utilize the Ticketing System for resolving Helpdesk Tickets & Service Requests
• Manage and record all work through the Ticketing System
• Ensure Client Documentation is well-maintained
• Review RMM dashboard and apply remediation actions
• Monitor regularly scheduled/automated actions

Project Work:

• Assist with project delivery on-site or remotely as needed

Communication, Reporting & Risk Management:

• Escalate tickets requiring Service Manager support
• Communicate ticket status to clients at every step
• Submit timesheets and expense reports as per SOPs
• Identify, communicate, and mitigate potential risks

Team Work:

• Mentor junior team members
• Follow schedules provided by the Service Manager
• Adhere to Standard Operating Procedures
• Contribute to the process of innovative change

About you

• Outgoing professional, looking for a company who embraces their unique personality. 
• Previous experience in a help desk or technical support role.
• Advanced troubleshooting skills for hardware, software, and network issues.
• Familiarity with ticketing systems and ITIL best practices.
• Ability to mentor and assist Level 1 team members.

Desirable

• Familiarity with ticketing, RMM, and PSA software
• Proficiency in remote support tools
• Technical service management experience
• IT certifications (Microsoft MCP, MCSA, MCSE, ITIL, ITSM, etc.)
• Client experience certifications (e.g., Helpdesk Habits)
• Background in IT support or with a Managed Service Provider (MSP)

Benefits 

• Opportunity to solve problems and make a difference. 
• Be part of a high performing team that supports equality in the workplace.
• Join a business that actively encourages career progression and personal growth, through training and professional development. 
• Contribute to and share in the success of a growing business, that recognises and appreciates each individual in the team.
• Enjoy a work life balance, supported by a family friendly culture. 
• Be part of a technologically advanced company, with well-established connections in the industry. 

How to apply

When applying you will need to:

Attach a resume (maximum 3 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role. 

Note: the selection process will include a range of assessment techniques to assist in determining your suitability for the role. 

Check out the video below to meet Heath, who will be your Service Delivery Manager.