AddressThe Company
At Comunet, we love technology. But more than that, we love helping clients use technology to build better businesses. We've been on an everchanging technology journey for over 28 years and have seen the challenges first-hand with hundreds of businesses and what this means for them - in trying to maintain currency, with costs, security and the inevitable 'future-proofing' in mind.
We are currently looking for a Support Analyst with a solid technical background to join our team. We value people who are creative, hardworking, take pride in their work, and will thrive within our innovative culture (a good sense of humour will work in your favour too). We offer a strong Employee Value Proposition (https://comunet.com.au/careers/employee-offer/), including Friday drinks, regular team and whole of organisation events, and a fully stocked pantry. We believe in making work a fun place to be, and we work hard to maintain our culture while providing exceptional service to our clients.
About the Role
The Support Analyst position at Comunet is the first line of technical support for our customers focusing on customer queries for IT service issues from across the various domains of network, cloud, security, infrastructure, and related technologies.
The role involves performing routine tasks for our customers, delivering outstanding customer service and ensuring all tasks are captured in our systems. This position is responsible for managing calls and tickets from our customers and escalating technical issues as required alongside our consulting and engineering teams when required.
The Support analyst position exists to ensure the stability, integrity, and efficient operation of client and inhouse IT systems that support core organisational functions.
Key Responsibilities:
- Provides first level customer support to staff and our clients for technical queries.
- Investigating and following process for IT issues for our clients
- Providing outstanding customer service, in line with Comunet’s core values.
- Logging and updating tickets associated with client requests.
- Remote assistance & phone support on a service desk for technology specific problems.
- Ensuring tasks are tracked in timesheets for customer services and personal development.
- Assisting with onsite support, IT projects and undertaking required tasks as directed
- Scheduling, maintaining, and upgrading IT environments including patching & reporting.
- Support IT solutions for our customers as needed.
- Developing personal technical skills to improve knowledge.
Key technical skills:
- Knowledge of basic IT skills (operating systems and office products etc.)
- Knowledge of basic networking (routing and switching etc.)
- Knowledge of basic administration tools (AD, Intune etc.)
- Microsoft, AWS and/or Azure skills are highly desirable.
Requirements:
- Suits someone new to the industry or with under 1 years’ experience within a technology field with relevant degree or certifications.
- Experience in customer service is highly desirable.
- A good positive attitude.
- Clear and concise speech and writing skills.
We operate 6am - 6pm Monday to Friday to service our clients and shifts will fall within these hours on a rotating basis.
How to apply
We'd love a cover letter with your application, but if you are short on time and are interested in a potential conversation you can just hit Apply.
Only candidates that are short listed will be contacted.
