Information Technology Level 2

Level 2 IT Support Officer

Location: Dural, New South Wales
Hours: Monday to Friday, 8:30 AM - 4:30 PM

About Us: IT Sales and Services is not just another IT Managed Service Provider (MSP) – we're a team of passionate tech enthusiasts based in Dural, New South Wales.

Our mission is to make IT support personable, accessible, and downright enjoyable for our clients. 

As we grow, we're looking for someone who shares our enthusiasm and dedication to join us as a Level 2 IT Support Officer.

Role Overview: Are you the kind of person who loves solving tech puzzles and making someone's day better with a friendly chat and a bit of humour? We’re seeking a Level 2 IT Support Officer who not only has the technical chops but also a personality that shines through every interaction. 

At IT Sales and Services, we believe in hiring for attitude and teaching for skill – if you’ve got the right mindset and a knack for customer service, we want to hear from you!

Key Responsibilities:

1. Provide Level 2 IT Support: Engage with clients and internal users to tackle their technical issues with a smile, ensuring prompt and effective solutions.
2. Diagnose and Resolve Issues: Bring your curiosity and problem-solving skills to troubleshoot hardware, software, and network challenges.
3. Manage Support Tickets: Prioritise and manage support tickets through our ticketing platform, always aiming for swift and satisfactory resolutions in line with our Service Level Agreements (SLAs).
4. Install and Maintain IT Systems: Roll up your sleeves to assist with the installation, configuration, and upkeep of IT systems, making sure everything runs smoothly.
5. Customer Service: Deliver top-notch customer service with a friendly and approachable demeanor, whether over the phone, via email, or in-person.
6. On-Site and Remote Support: Be ready to provide both remote and on-site support, always with a positive attitude and a can-do spirit.
7. Collaborate with IT Teams: Work hand-in-hand with other IT teams to solve escalated issues, contributing your insights and expertise.
8. Training and Mentorship: Share your knowledge and mentor Trainee/Level 1 support staff, fostering a supportive and collaborative team environment.
9. Participate in Projects: Dive into IT projects and bring fresh ideas to our continuous improvement initiatives.
10. Stay Updated: Keep yourself informed about the latest industry trends and technologies, and share your discoveries with the team.

Skills and Qualifications:

1. Experience: You’ve got experience as a Level 2 IT Support Officer or in a similar role, but more importantly, you have a great attitude and a genuine passion for helping others.
2. Technical Proficiency: You're familiar with Windows and Mac operating systems, Microsoft Office Suite, and common IT applications, but you're always eager to learn more.
3. Troubleshooting Skills: You’re naturally curious and love diving into the nitty-gritty to solve hardware, software, and network issues.
4. Service Desk Leadership: You can juggle and manage a busy service desk, keeping things running smoothly and efficiently.
5. Driver’s License: You hold a valid New South Wales driver's license and have a vehicle ready to go.
6. Communication Skills: You excel in communication, with a knack for making complex technical issues easy to understand for everyone.

What We Offer:

1. Professional Development: We support your professional growth with opportunities for training and career advancement.
2. Supportive Environment: Join a team that’s more like a family, where everyone is valued and included.
3. Access to Technology: Work with the latest technologies and tools in a forward-thinking environment.
4. Convenient Location: Our office in Dural, New South Wales is not just a workplace, but a place where you’ll enjoy coming to every day.