Outstanding customer service and Level 2/3 support skills
Exposure to diverse & leading-edge technologies
Friendly team environment with leading IT Service Provider since 1992
Our client an established, responsible, ethical, and trusted leader in Information Technology services and delivery of Technology Solutions.
About the role
This position is responsible for receiving, assessing and the triage of technical service enquiries and support to clients. The Systems Support Specialist is responsible for the delivery of Level 2/3 technical support to the clients and their diverse range of I.T. systems clients both on and off site, infrastructure, and LOB applications.
Provide ongoing proactive recommendations for our client’s IT systems and building positive client relationships.
Role and Responsibilities:
The role will require you to provide both remote and on-site support to our customer base. Customer service is a key element of this role as there will be times where you will deal directly with key stakeholders. Other elements of the role include:
Receiving customer service requests via phone and email.
Monitor and Manage Network Operations Centre and Service Queues and respond to issues as they arise.
Triage – identify and escalate more complicated and urgent issues to Level 3.
Servicing multiple clients with diverse IT infrastructure – including servers, networks, wide area networks, cloud integration and Office 365, desktops and laptops, hardware & software
Maintain regular written and oral communication with clients and their users
Remote and On-site troubleshooting and support
Assist with regular client system wide upgrades and migrations
Liaise with users, suppliers, software, and hardware vendors
Operations
Attend Production and Staff meetings
Training
Attend in-house training
Attend external training as required
Contribute to the development of your training plan
Own personal skill development, knowledge, and technology currency
Product Design
Job and technology Research
Job Planning
Develop/and or contribute to the development of service delivery systems and technology systems
Product Delivery
Management of time & job schedules (Autotask & Outlook)
Verify job sheet & plan
Perform required technical tasks
Test technical fixes
Educate and inform client on technical fixes
Document and inform client of follow-up recommendations
Follow up recommendations
Debrief Operations Manager
Telephone support & troubleshooting
Create and complete job sheets
Maintain client records
Experience and Skills Requirements:
At least 4 years of commercial experience in a user-oriented support capacity
Relevant tertiary education in Information Technology
Microsoft and CompTIA Certification is favourable
Microsoft Office 365 Administration – Exchange Online, SharePoint, OneDrive, and Teams
Strong computer diagnosing skills using logical and methodical processes
Microsoft Desktop Operating Systems and Applications
Other titles for this role in other organisation might be: Level 2/3, Service Desk, System Support, Help desk Support, Level 2 Technician, Support Engineer, Network Engineer, Support Analyst, L2 Network Engineer, Junior Engineer.