AddressSince Network-IT was established over 25 years ago, we have been providing computer, network and server support to our large client base mainly consisting of small businesses from a diverse range of industries. Our team of IT professionals based in Willetton are passionate in providing customer focused support with our combined IT skills and experience to make a difference to small businesses. We are now seeking an experienced IT Support Engineer to join our team.
What you’ll do:
Be a first point of contact for our customers to quickly identify, understand and resolve their technical issues or escalate as necessary. Your day-to-day responsibilities will include remote support and provide onsite technical support to clients (with a company car provided) to conduct pro-active maintenance tasks, perform system installations and upgrades with accurate documentation of all activities in our ticketing system. Your passion and commitment to delivering exceptional customer service will see you succeed in this role.
- Provide exceptional customer service support to diagnose and resolve issues with workstations, servers, Microsoft 365, and other applications
- Ask target questions to diagnose problems
- Guide customers with simple, step-by-step instructions
- Record technical issues and solutions
- Re-direct/escalate unresolved support tickets as required to appropriate staff
- Communicate effectively with customers with status changes, updates, gathering information and ensure systems are functional and customer satisfaction
- Assist with managing the ticket queue
- Assist Level 1 help desk staff
Skills you shall have:
- Proven experience in a similar role,
- Strong technical knowledge of computer systems, hardware and software
- Knowledge of and experience troubleshooting/supporting Windows platforms (32bit & 64bit), O365, OneDrive, Exchange Server, SharePoint Online and Active Directory
- Knowledge of and experience with printer mapping, LAN/WAN network configuration and troubleshooting, as well as VPN client connectivity.
- Problem-solving and analytical skills
- Effective and articulate delivery of technical concepts in layman’s terms with a customer focused attitude
- Able to work with multiple competing priorities and meet deadlines
- Can-Do attitude with openness to learning new technologies
- Current Australian Drivers’ License
Desirable Skills
- Microsoft certifications or a willingness to undertake Industry certifications during the course of your employment.
- Exposure to Datto RMM, Autotask and IT Glue.
Are you wanting more than being just another number for a big organisation? Looking for rare opportunity to join an environment where you are valued, be able to spend time building relationships with our customers face to face not just over the phone? Wanting a work/family life balance by being able to go home and not have to work overtime, evenings or weekends but still have an opportunity for career progression to a level 3 or a Team Leader if you desire? If this sounds like you and you have the skills required, we want to hear from you!
Remuneration is variable depending on the individuals’ skills and level of experience.
