AddressTo be successful in this role you will need to be a confident communicator and possess excellent attention to detail, analytical and problem-solving skills.
You will be responsible for installing, maintaining, supporting and developing Information Technology (IT) and communication systems. You will often be serving as the first point of contact for customers seeking technical assistance in person, over the phone or email.
Your goal is to ensure you support the client and their IT infrastructure, including:
- PC or OSX platforms
- Window Servers
- VoIP and mobile phones
- Switch administration
- Wireless administration
- Web site administration
- LAN - local area networks
- WLAN - wireless local area network
You may work internally as part of an organisation's IT support team, externally as part of an outsourced IT networking consultancy or as part of a team delivering a Laminar controlled project.
Responsibilities
Your duties will vary from client to client, and with each engagement, so you will need to be adaptable. Responsibilities may include:
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform onsite or remote troubleshooting through diagnostic techniques, asking pertinent questions as required
- Determine (and implement when required), the best solution based on the issue and details provided by the customer
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team member
- Identify and suggest possible improvements on procedures
- Adhere to, promote, and support the Laminar Values
General tasks may include:
- Setup/troubleshooting of iPads
- Setup/troubleshooting of Windows PCs
- Setup/troubleshooting of MacBooks
- Setup/troubleshooting of Apple TVs
- Use JAMF for management of mobile devices
- Administration of user accounts
- Operation of the onsite support desk
- Basic printer troubleshooting
- Upgrading data network equipment to the latest stable firmware releases
- Troubleshooting and fault finding if issues occur
- Liaising with project management teams, third-line engineers and service desk engineers on a regular basis
- Speaking with customers via email, phone and face-to-face
Qualifications
Although this area of work is open to all applicants, a qualification in the following subjects is desirable:
- High School Mathematics
- High School Physics
- Started or completed Certificate 3 in Information Technology, Bachelor of Information Technology or similar, would be desirable.
Skills
You will need to:
- Recognise the importance of customer focus and serving the needs of the end user
- Have excellent communication skills, particularly the ability to communicate with staff who are not technically trained
- Be “tech savvy” with a good understanding of computer systems, mobile devices, and other tech products
- Have an ability to diagnose and resolve basic technical issues
- Be proficient in English
- Can prioritise workload, including understanding when to escalate jobs or tasks to senior colleagues
- Have the skill to take on a variety of tasks and pay attention to detail
- Have analytical and problem-solving skills
- Have teamwork skills and the ability to feel comfortable working with different teams, clients, and groups of staff across an organisation
- Have good organisational skills
- A passion for growth and self-development
- Maintain your learning and certifications with Vendors used or supported by Laminar
