Field Technician (Infrastructure Support) Level 1 & 2

We are currently in search of Infrastructure Support Specialists to become valuable members of our client's service desk team dedicated to delivering exceptional on-site technical assistance to our clientele. These positions are full-time, necessitating your physical presence at various client locations, with the majority being Melbourne CBD-based.

Your primary responsibility will revolve around delivering friendly and expert support to clients, consistently displaying a positive and proactive approach. Your engagement will span a diverse spectrum of technologies, encompassing Mac and PC systems, VMware server environments, network infrastructure, and Office 365, although our client's specialised teams will largely oversee server and network components. You will also be trained in data center solutions over time. 

On the days that you are not visiting clients, you will be able to work from home.

Responsibilities:

• Establishing rapport with end-users, and cultivating positive relationships with customers.
• Collaborating with colleagues to identify processes that warrant enhancement or more efficient handling.
• Identifying issues or requests lacking established processes and collaborating with peers to develop and implement solutions.
• Ensuring the seamless daily operations of client facilities.
• Soliciting customer feedback on your performance and actively pursuing continuous improvement.
• Taking ownership of everyday technology-related challenges, including interactions with external third-party organizations.
• Maintaining up-to-date documentation and procedures.
• Coordinating with peers in different teams within our organization to ensure successful outcomes for clients.

• Previous experience working in an Infrastructure Support role or working in an MSP.
• Solid technical knowledge across Microsoft Windows Servers, Office 365, Windows Operating Systems, Active Directory, Exchange, Group Policies, Azure, SharePoint and VMware. 
• Have had exposure to troubleshooting networks, firewalls, switches and routers. 
• A passion for delivering exceptional customer service, demonstrated by your ability to resolve technical issues.
• An avid interest in technology, coupled with a strong commitment to optimizing technology functionality. You'll eagerly embrace new technology solutions and concepts to confidently liaise with both staff and external vendors.
• Proficient communication skills when troubleshooting technical problems. You'll remain composed and articulate, providing clear explanations of issues and preventive measures.
• A positive outlook and a proactive mindset, as evidenced by your track record of assisting others in resolving technical challenges.
• Exceptional verbal and written communication abilities, enabling effective interactions with diverse stakeholders.
• Flexibility in handling unusual situations, such as working extended hours or adjusting schedules to accommodate unique circumstances.
• Experience dealing with Level 1 and/or 2 technical issues working towards SLA's

• Australian citizenship (required for access to Government based clients)
• Valid driver's license and vehicle
• Ability to be onsite and visit client locations
• Strong communication skills and customer service skills
• Be available for 1 week on-call once per month