IT Support Technician

The primary objective is to provide exceptional customer service, remote & on‑site technical support to our clients as well as building/maintaining strong relationships expected by a trusted advisor. Please note that although the role is advertised as Sydney, individuals from the Wollongong and Shellharbour area are also encouraged to apply. POSITION OUTCOMES Provide first‑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. Manage the implementation of new technology. Customer service orientated. Escalate complex problems. POSITION RESPONSIBILITIES Provides predominantly remote and on‑site technical support to clients under the guidance of the IT Support Team Lead/ Service Delivery Manager and as part of a team. The position involves but is not limited to: Provide first‑level technical support to customers. Troubleshoot and resolve basic IT issues. Customer liaison via email, and phone. Assist with software installations and updates. Log and categorize service requests through helpdesk system (ConnectWise) Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service. Route issues to appropriate teams and schedule resources where relevant. Leverage automation tools to facilitate first call resolution. Keeping abreast of emerging technologies and completing training and ongoing development of your skills as agreed with the Support Team Lead/ Head of Service Delivery. Analyzing, creating, interpreting, and assessing intricate data models, diagrams, and system design and architectural specifications in the process of designing, configuring, and integrating computer systems. Investigating, studying, assessing, and keeping an eye on network infrastructure to make sure it is set up to perform at an optimal level. Evaluating and recommending enhancements to integrated hardware, software, communications, and operating systems as well as network operations. Offering specialized expertise in assisting with and resolving network issues. Installing, setting up, testing, maintaining, and managing servers, workstations, software database applications, and new and upgraded networks. Protect Organisation’s ‘Character’ by keeping internal and external information confidential. Embody the values set by the company. Aid in the fulfilment of the organisations Vision & Mission through the completion of all requested tasks within your capabilities. POSITION COMPETENCIES Experience in a client‑focused IT technical support role. Experience with an MSP preferred. Good understanding of common IT systems and software. Excellent communication and customers service skills, and an enthusiastic approach to customer service. Demonstrated 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 part of a collaborative team Strong Organisational and time management skills. Strong attention to detail. 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 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. Experience using systems - including Office 365, Skype for Business, Teams, Active Directory and Exchange. Please note that the successful applicant will be required to submit a completed police clearance certificate prior to being onboarded with the business. #J-18808-Ljbffr