AddressWe are a specialised IT support company in the healthcare sector located in Upper Coomera on the Gold Coast.
We aim to have quick troubleshooting with long-term business relationships with our clients; it is as simple as that!
We do the extra 10% that nobody else does, and this core value and relationship set us apart and make us a workplace of choice.
We seek dynamic Level 1 JNR IT Support Champions to join our team. If you want to learn the tricks of the trade from a highly experienced team, then this is the role for you.
WARNING: This role is not for those wanting to work 9 am-5 pm. We are a team that owns our responsibilities and carries them to 100% completion, even if it means after hours and weekends.
You can expect to be stretched, challenged, and pushed to develop into a true IT Support Champion in this role.
- Experience (preferred).
- Desktop support experience in IT support - MSP experience preferred.
- Excellent verbal and written communication skills.
- Excellent phone manners.
- You must have proven ticket queue management experience.
- Experience with maintaining and supporting Windows and Apple-based IT systems.
- An understanding of ticketing systems and support processes in an IT organization.
- A basic understanding of the ITIL framework.
- Certificate 3 or 4 in Information Technology (or TAFE equivalent) - preferred.
- Microsoft certifications - preferred.
- Basic Windows Server understanding.
- Linux experience is handy but not essential.
- Must have shown consistent employment history. This excludes candidates working in positions less than two years.
- Effective time management and teamwork skills.
- Ability to work under pressure in a busy environment.
- Well dressed and good hygiene - Uniform Supplied.
- Australian Driver's License - if over 18.
- Have your own vehicle - preferred.
Day to Day Responsibilities:
- Filter Helpdesk Calls and tickets.
- Provide basic support and troubleshooting.
- Password resets.
- Printer configuration.
- General break/fix solutions.
- Gather and analyse user information and determine the best way to resolve the issue, including escalation.
- Support Level 2/3 with configuration solutions previously documented.
- General workstation support.
- Installing the Operating System.
- Configuring new devices.
- Joining workstations to the domain.
- Installing required applications and software configuration.
- The first point of contact for customer service requests and incidents.
- Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
- Escalate service requests that require engineer-level 2/3 support.
- Basic remote access solution implementation and support: VPN.
- Backup daily reporting and verification.
- Experience in support/installation and configuration/maintenance of Windows-based IT systems, laptops, mobile phones, printers, scanners, photocopiers and other general office equipment.
- Provide first-level support for Microsoft and Apple-based infrastructure.
- Providing technical support and advice to our customers.
- Efficiently communicating with all customers and staff on projects and support requests.
- Face-to-face, remote and onsite troubleshooting and resolving incidents within agreed SLAs.
- Creating, updating, and maintaining user documentation.
- Contributing to the continual service improvement of our services.
Experience with the following will be strongly considered:
- Medical Software Best Practice and Medical Director.
- Windows Server 2008, 2012, 2012 R2, 2016, 2019 & 2022
- Windows 10 & 11.
- Microsoft 365.
- Active Directory, Exchange Server.
- Group Policy Management.
- DNS, DCHP knowledge and troubleshooting.
- Hyper-V and VMware vSphere.
- SharePoint.
- Mobile Device Management.
- Apple and Android product troubleshooting.
- DATTO and Kaseya Solutions
We will be extremely strict with our selection process. Resumes will not be accepted unless they have a cover letter explaining your suitability for the role.
If this sounds like the opportunity you have been searching for, please do not delay— apply now to avoid disappointment!
