AddressThe IT Support Technician will be responsible for providing Level 1 and Level 2 technical support to our clients. This role involves diagnosing and resolving technical issues, managing support tickets, and ensuring a high level of customer satisfaction. The ideal candidate will have a strong technical background, excellent communication skills, and a proactive approach to problem-solving.
Responsibilities:
- Respond to client inquiries and provide technical assistance via phone, email, and remote support tools.
- Diagnose and resolve Level 1 and Level 2 technical issues related to hardware, software, networking, and other IT systems.
- Escalate complex issues to higher-level support or specialised teams when necessary.
- Maintain detailed and accurate records of client interactions and issue resolutions in the ticketing system.
- Monitor and manage support tickets to ensure timely resolution and compliance with Service Level Agreements (SLAs).
- Assist with the installation, configuration, and maintenance of IT equipment and software for clients.
- Provide training and guidance to clients on the use of IT systems and applications.
- Participate in regular team meetings and contribute to the continuous improvement of support processes and procedures.
- Stay updated with the latest industry trends, technologies, and best practices.
- Conduct regular site visits for personalised support and infrastructure maintenance
Competencies:
- Tertiary qualifications in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Minimum of 1-2 years of experience in an IT support role, preferably within an MSP environment.
- Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common IT hardware and software.
- Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPN.
- Experience with remote support tools and ticketing systems.
- Excellent troubleshooting and problem-solving skills.
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and as part of a team in a fast-paced environment.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified: Fundamentals are a plus.
In this role, you'll be a crucial advocate for our customers, ensuring they receive the support they need and contributing to their overall satisfaction. Your dedication to effective communication, problem-solving, and process optimization will be instrumental in providing top-notch customer experiences.
What sets us apart from the rest
To ensure our employees feel valued, empowered and celebrated we provide a range of employee benefits including:
- Flexible work arrangements
- Beautiful new work space in the centre of Brisbane CBD
- Ongoing training & personal development opportunities
- Career progression opportunities and competitive remuneration
Who we are:
Smarte is where innovative software meets great user experience. We are a diversified team of professionals who have had experience delivering projects for a large variety of clients.
Smarte was founded in 2003 to develop and integrate building automation and smart home systems. Since then we’ve developed into a range of industries and built a strong pedigree for cutting-edge software solutions and IT systems management for clients ranging from governments, universities, SMEs and large corporate entities.
We build intuitive technologies for business and government, designing and developing custom software solutions and products.
How to apply:
Simply hit "Apply for this job" to attach a CV and cover letter.
Please note, applications may be short-listed and progressed prior to the closing date.
