Address
Form of work
SalaryABOUT US
Virtual IT Group is a client-centric organisation focused on developing and maintaining long-lasting relationships with our clients. What makes us different? We’re a true partner to your business. We understand that no two businesses are the same, and pride ourselves on understanding our clients to best design, implement and manage their ICT solutions. We don’t just deliver technology; we understand your business goals and objectives, and tailor an IT solution to not only achieve them, but exceed them.
POSITION SUMMARY
The primary objective is to provide exceptional customer service, and remote & on-site technical support to our clients as well as building/maintaining strong relationships expected by a trusted advisor.
POSITION OUTCOMES
- Provide 1st Level Technical helpdesk/Service Desk support to all users.
- Provide IT and application support to all users.
- Support and maintain all technology infrastructure.
- Liaise 3rd party relationships with vendors, suppliers, and support contractors.
- Facilitate Asset Management tasks.
- Manage the implementation of new technology.
POSITION RESPONSIBILITIES
Provides predominantly remote technical support to clients under the guidance of the Service Desk Team Lead/ Service Delivery Manager and as part of a team. The position involves but is not limited to:
- Customer liaison via email, phone, and through the helpdesk system (ConnectWise).
- Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high-quality customer service.
- Keeping abreast of emerging technologies and completing training and ongoing development of your skills as agreed with the Service Desk Team Lead/ Service Delivery Manager.
POSITION COMPETENCIES
- Experience in a client-focused IT technical support role.
- Experience with an MSP preferred.
- Excellent communication skills, both written and verbal, being able to interact with end-users effectively.
- Demonstrated a high level of customer service and customer advocacy skills and proven ability to build strong relationships with a range of clients.
- Ability to work independently, yet as part of a collaborative team.
Strong organizational and time management skills.
POSITION QUALIFICATIONS
- Technical ability to resolve complex incidents within a Windows environment.
- Active Directory user and group administration.
- Administration of Exchange and O365.
- Hands-on experience with setup and troubleshooting of computer hardware and peripherals.
- Relevant technical training, certifications, and education.
Service Management certifications are beneficial but not essential (e.g. ITIL).
POSITION EXPERIENCE REQUIRED
- 1-3 years of IT experience supporting Microsoft Office and Windows Infrastructure environments.
- Qualification in key core system technology.
- Advanced communication skills.
- Proven experience supporting end users via training and correspondence.
POSITION EXPERIENCE DESIRED
- ITIL Certification.
- SCCM knowledge is desirable.
- Experience using systems - including Office 365, Skype for Business, Teams, Active Directory, and Exchange.
VITG's Values:
- Excellence
- Passion
- Innovation
- Integrity
- Collaboration
Working Hours: This is a full-time position requiring a minimum 38-hour working week. Standard business hours are between 8 AM and 6 PM. Start and finish times will be scheduled by the Service Desk Team Lead.
Remuneration: Negotiable based on certification & experience.
Probationary Period: A 6-month probationary period applies to this position.
If you meet the requirements and are passionate about providing exceptional customer service and technical support to clients, then we want to hear from you. Please submit your application, including your resume and a cover letter.
Please note that the business is not looking at external recruiter assistance at this stage.
As part of the onboarding process, the candidate who is hired will be required to submit a successful Police Check and/or Working with Children check document.
