AddressJob Title: Expression of Interest - Level 1and 2 Helpdesk IT Support
Location: Central Coast
Position Overview:
We are currently seeking expressions of Interest from experienced and enthusiastic individuals for Level 1and 2 Helpdesk IT Support positions.
The ideal candidates will have a passion for technology, excellent communication skills, and a strong desire to provide exceptional customer service. As a member of our Helpdesk IT Support team, you will be responsible for assisting end-users with technical issues, troubleshooting hardware and software problems, and ensuring the smooth operation of our IT systems.
Responsibilities:
- Provide first and second-level technical support to end-users via phone, email, chat, or in person.
- Assist users with hardware and software installation, configuration, and troubleshooting.
- Troubleshoot and provide adequate triage and response for IT issues and escalate to Level 3 support when necessary.
- Log and track support requests using a helpdesk ticketing system.
- Follow standard operating procedures for incident management and resolution.
- Provide quality documentation for technical procedures, troubleshooting steps, and resolutions.
- Maintain a high level of customer satisfaction through timely and effective communication.
- Liaising with internal and external parties for support on incidents, following process to ensure that incidents are actioned in a timely manner, clients remain updated, and progress is tracked.
- High attention to detail.
Knowledge, Qualification, Skills & Experience Required:
- High school diploma or equivalent.
- Bachelor’s degree in Information Technology or related field is a plus.
- Minimum of 2-3 years of experience in a helpdesk or technical support role.
- Previous experience in IT MSP environments an advantage.
- Previous experience with ConnectWise Manage.
- Strong knowledge of Microsoft Windows operating systems and Office applications.
- Strong knowledge in Microsoft 365 products.
- Familiarity with basic networking concepts (TCP/IP, DNS, DHCP).
- Familiarity with following ITIL processes – incident management, change and release, problem management, asset management.
- Excellent communication and interpersonal skills.
- Ability to prioritise tasks and work effectively under pressure.
- Customer-focused attitude with a passion for helping others.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are advantageous but not required.
- Participating in a on-call roster on a rotating basis. When necessary, travel to client sites, interstate and internationally as required
