Level 1 Support Office

Dodds Technology Solutions is a small company operating on the Gold Coast since 2012, offering IT and tech support to a few select clients.

We are looking for a hard-working, autonomous and customer focused individual.

THE ROLE

We are seeking a Level 1 Support Office to help provide a high level of support to our current customer base. 

You will be able to multitask and manage conflicting priorities. You will have a highly developed communication and interpersonal skills with a passion to deliver exceptional customer experience. You will have 1-3 years' experience in IT, ideally previous role in helpdesk or MSP support capacities.

RESPONSIBILITIES

You will be required to provide high-level technical/help-desk support. Along with creating and maintaining network documentation, this role will include the ongoing maintenance of hardware and software standards and participating in additional adhoc projects as required.

Your day to day activities could consist of but are not limited to the following:

• Answering IT Helpdesk support calls from our client base and logging tickets.
• Remote support resolution of Support Tickets.
• Diagnose, log, fix or escalate incidents reported by clients and our monitoring system.
• Proactive Monitoring of customers' Systems & Services.
• Customer support site visits.
• Proactive Maintenance of customers' Systems & Services.
• Proactive Systems maintenance of Desktops.
• Continual improvement and automation of tasks using our RMM software.
• Documentation and Asset Management.
• Deploying and maintaining server and workstation infrastructure.
• Attending to network peripheral devices including printers, single and multiple server installations, UPS, routers and switches etc.
• Establishing and facilitating hardware, software and service sales as required.

SKILLS AND REQUIREMENTS

The successful candidate would need their own driver's license and be able to undergo a police check and obtain a blue card to work around children.

Some (or all) of the following Experience/Knowledge would be beneficial:

• Worked in a Level 1 Support position for 1+ years
• Exchange 2013/Office 365
• Office 365 migration experience
• Office Suite 2007/2010/2013/2016/2019
• Microsoft Desktop OS Win8 / 8.1, Win 10, Win 11
• Microsoft Server OS 2012 / 2012 R2, SBS 2012, 2016, 2019
• A solid understanding of networking principals and experience in trouble shooting connectivity issues
• Troubleshooting and problem solving skills and a desire to learn

To be successful in this role, you will need to demonstrate strong attention to detail with exceptional analytical and troubleshooting abilities as you diagnose software and hardware faults. You will need to be able to work autonomously and as part of a team. Finally, you will need to have outstanding communication skills and thrive on building strong working relationships with clients in order to ensure customer satisfaction.

Applicants should send a cover letter and current resume with referees contact details.

Only successful applicants will be contacted.