Job Description

• 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
• Networking Technologies – LAN, WAN, TCP/IP, DNS, DHCP, WLAN and VLAN
• Must meet a high level of professional customer service
• Passion for Technology
• Superb communication skills, both oral and written
• Analytical and logical problem-solving skills for identifying and solving technical problems
• Ability to evaluate critical systems and prioritise work
• Very good ability to understand price/performance and client satisfaction when resolving client issues
• Display motivation and a commitment to work without supervision at customer sites
• Ability to recognise and follow-up future upgrades and client needs
• Excellent people skills and customer service skills
• Ability to liaise with clients on and off-site
• High level of professionalism and understanding of the business context
• Demonstrate a strong work ethic and contribute to a team environment
• Must always be punctual and well presented
• Good time management and organisational skills
• Complete tasks as per client’s requirements and expectations
• Positive client feedback
• Meet required billing level
• Time entries completed at completion of each task
• Meet performance and professional standards

 Familiarity with the following Server, Networking and Cloud technologies is advantageous:

• Microsoft Windows Server Roles – ADDS (DC, GC, GPO, FRS) Hyper-V, RDS, File and Storage Services, Print and Document Services
• Server and Network based Backup and Security Systems
• Microsoft Azure IaaS and PaaS resources
• Microsoft Office 365 Security and Compliance
• Systems monitoring with SNMP and WMI
• Basic scripting skills – PowerShell, VB, HTML

On Offer:

• Competitive Remuneration
• Permanent position
• Excellent office & culture -where people enjoy their job, and always learn a lot

How to apply

ATTENTION! Please make sure you apply ONLY through our website. DO NOT apply for Appetency Recruitment Services jobs anywhere else on the web.

• If you are on our website then please apply using the “Apply Now” button below
• If you are NOT on our website then please visit our website to apply or apply via the link: Systems Support Specialist-Sydney| Appetency Recruitment

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.

Appetency Recruitment Service @ 1300 507 007

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