Network Technician (It)

AWA NSW - Network Technician (Night Shift)

• Opportunity to work in a dynamic and growing business
• Full-time, 38 hours per week, permanent night shift role
• Immediate start
• Salary packaging up to $15,900 tax-free each year, plus $2,650 meal & entertainment card benefits
• Birthday Leave

AWA Technology Services is a division of Cabrini Technology Group and a leading national independent information and communications technology service provider. AWA deploys, repairs and supports mission critical information and communication technologies for our customers throughout Australia and New Zealand. We share the mission and values of our owner, Cabrini Health Limited and operate as a not-for-profit organisation.

We are currently looking for a Network Technician (Night Shift) whose key responsibility is to ensure a high level of customer service by proactively engaging with customers, service partners, technicians and branch administrative staff via telephone or other electronic communication methods, while logging, updating and closing service requests. The role will be based from our Rydalmere Office but will require travel to client sites. Please note that this is a permanent night shift position. The role includes predominantly completing work at night (finishing after midnight and at or before 8:00am). The role will require regularly changing shift times based on customer needs and rosters will be provided in advance.

Key Accountabilities: 

• Manage and take ownership of calls as allocated daily including liaising with customers and managing and meeting customer expectations.
• Maintain call management call status and updating of service call action and progress as required.
• Provide updates/closure details in 'real time' via a PDA/mobile solution.
• Ensure that all customer related paperwork (Call Job sheet, or other specific information) is completed correctly and passed to the 'Call Co-ordination' team promptly.
• Ensure that repair Benchmark targets are met or exceeded e.g. Utilisation and visit's per day.
• Liaise with customers on appointment times, managing and meeting Customer Expectations.
• Be available for weekly 24x7 'Standby Roster' on a rotational basis, as required. Be available for night shifts at varied shift times with advanced notice 
• Provide support to other Team Members and Subcontractors as required.
• Capable of training customers and providing demonstrations in conjunction with installations.
• Diagnosis and repair, of network infrastructure hardware, computers, printers and other peripherals and related electronic devices primarily on-site but also in the workshop as required.
• Attend 'on-site' service calls as arranged by OEM or client.
• Able to apply logical, methodical, analytical approach to isolate and solve complicated hardware, software or network related problems.
• Able to work independently or in a team environment and without supervision.
• Able to effectively communicate and to work with other technicians, technical employees, managers and customers in technical support situations
• Ensure items have been repaired to manufacturer's specifications, and necessary upgrades or modifications are carried out as per customer or manufacturer specifications.
• Determine inventory spares requirements for repair assignments and manage OEM/AWA inventory spares for zero loss.

Experience Required:

• HP Server & Cisco Network Infrastructure Hardware essential
• Cisco switch and router CCT-RS or CCT-DC certification desirable
• Effective verbal and written communication skills.
• Excellent time management skills and experience with working within Service Level Agreement boundaries
• Possess a minimum of 3 years’ experience in the IT customer services industry as a Field Service Technician. 
• Experience working on current models of Cisco Network Hardware, HPE Servers and General IT & POS equipment - essential. 
• Ability to support wide variety of IT Network Infrastructure products and solutions as well as various customer types.
• Must possess good customer service and telephone communication skills.
• Effective interpersonal skills with decisive ability essential.
• The ability to work proactively / interact as part of a team.
• Ability to undertake local travel to support remote client sites.
• Current NSW Driver licence essential.
• Knowledge of OHS principles in particular, manual handling.
• A "do whatever it takes" attitude.

A salary package with salary sacrifice benefits will be offered to the successful applicant.  Laptop, mobile phone and a tool of trade vehicle will be provided.

To be eligible to apply for this position you must be an Australian or New Zealand citizen or hold an appropriate Australian work visa. Ineligible applicants will not be considered. All new employees are required to be vaccinated against COVID-19 as a condition of their employment. Vaccination evidence or certification of a valid medical contraindication to a COVID-19 vaccination must be provided prior to the commencement date.

Please note that only short-listed applicants will be contacted.