AddressJob Title: Level 2 (Senior) - IT Technical Support
Location: Maitland NSW
Job Type: Full-Time
Department: Information Technology
Reporting to: Director
Job Summary:
We are seeking a dedicated and technically skilled candidate to join our IT department as a Level 2 Senior in IT Technical Support. This role is pivotal in managing our technical support team to ensure efficient and effective resolution of intermediate-level technical issues while providing excellent customer service and support for internal stakeholders.
Key Responsibilities:
- Team Leadership and Management: SENIOR of Level 1 and Level 2 technical support specialists. Provide mentorship, schedule management, and performance reviews. Ensure team adherence to IT support procedures and policies.
- Technical Troubleshooting: Hands-on resolution of Level 2 technical issues involving software, hardware, and network systems. Assist in handling escalated complex problems from Level 1 technicians.
- Training and Development: Develop training materials and programs to upskill the team's technical capabilities. Ensure all team members are up to date with the latest IT technologies and security practices.
- Stakeholder Communication: Act as a point of contact for both internal teams and external vendors. Ensure clear communication and timely updates on issue status and resolutions.
- Reporting and Documentation: Maintain accurate records and documentation for incident tracking, resolution, and monthly reporting. Ensure comprehensive documentation that allows for effective issue handoff and follow-ups.
Qualifications:
- DIPLOMA in information technology, (or similar) Computer Science, or a related field.
- Certificate in MS365-Teams
- At least 3-5 years of experience in IT support, with at least 1-2 years in a supervisory or lead role.
- Strong technical knowledge of computer hardware, software, and network systems.
- Experience with ITSM tools and principles.
- Excellent problem-solving, leadership, and communication skills.
- Knowledge in 3CX desired not required.
Skills:
- Proven ability to lead and motivate a team.
- Strong analytical and decision-making skills.
- Exceptional customer service orientation.
- Ability to manage high-pressure situations.
Interested candidates should submit a resume and a cover letter detailing their qualifications and experience, Or reply Via SEEK.
Email: ****@imaginenowit.com.au
