AddressJoin a well-established MSP company that has been servicing the Rockhampton and the Central Queensland region since 1998. This company prides themselves on ensuring they provide top tier customer service and timely response.
They are looking for an IT Support Officer with a strong background in providing Level 2 Support. This role will join their team of 4 within their team based in Rockhampton. The successful candidate will provide timely technical support for hardware, software and operating systems with a strong focus on excellent customer service. The role requires a passionate IT support professional with hands-on experience in building and deploying Standard Operating Environment (SOE) images for user devices, manage mobile devices and maintain asset register with hardware/software life cycle management. This role requires an ability to troubleshoot technical issues, undertake proactive monitoring, alerting and reporting problems to the team while ensuring network security and data integrity are maintained.
Key Responsibilities:
End-user Support:
- Provide timely and effective technical support to end-users, addressing hardware and software-related issues.
- Assist with the installation, configuration, and troubleshooting of desktops, laptops, printers, and other peripherals.
Troubleshooting and Issue Resolution:
- Diagnose and resolve technical issues, escalating problems to appropriate teams when necessary.
- Collaborate with other IT professionals to identify and implement solutions for recurring issues.
Software Installation and Updates:
- Install, upgrade, and configure software applications, ensuring compatibility and adherence to security policies.
- Keep abreast of software updates and patches and implement them as required.
Network and Connectivity:
- Assist in maintaining network infrastructure, including troubleshooting connectivity issues, and assisting with network configurations.
- Collaborate with network administrators to optimize network performance.
Security Compliance:
- Enforce security protocols and policies to protect against unauthorized access and potential threats.
- Educate end-users on security best practices and conduct periodic security awareness training.
Documentation:
- Maintain accurate and up-to-date documentation for hardware and software configurations, troubleshooting procedures, and user guides.
- Create knowledge base articles to facilitate self-service for end-users.
Hardware Maintenance:
- Conduct regular hardware maintenance activities, such as cleaning, updating drivers, and replacing faulty components.
- Manage equipment inventory and track hardware assets.
User Training:
- Conduct training sessions for end-users on IT tools, software applications, and best practices.
- Provide ongoing support to ensure users can effectively utilize available technologies.
Qualifications and Skills:
- Cert III Information Technology Certification - minimum
- Proven experience in IT support roles.
- Strong knowledge of hardware, software, and network troubleshooting.
- Familiarity with Microsoft Windows and Office Suite, macOS, and common business applications.
- Excellent communication and interpersonal skills.
- Customer-oriented approach with a focus on problem-solving.
- Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar, are a plus.
- Working with Childrens Check, Qld Blue Card. (Mandatory)
- Current Drivers Licence and own transport to and from work. Access to company vehicle’s during work hours.
The IT Support Specialist may be required to work outside standard business hours occasionally, especially during system upgrades or critical issue resolution. The position involves a combination of desk work, on-site support, and potential lifting of IT equipment.
We are a local Rockhampton based Managed Service Provider looking to expand our team allowing us to continue the high level of service we currently provide our client base.
This will be a full-time position. Remuneration will be dependent on experience.
