Job Description

• Outstanding customer service and Level 1 support skills
• Exposure to diverse & leading-edge technologies
• Friendly team environment with leading IT Service Provider

Our client an established, Microsoft certified IT services & managed services provider, with extensive knowledge in all things tech - from a small hardware transformation project to data centre deployments of multi-role virtual machines to an IoT sensor deployment. They have successfully been in business for over 12 years, enjoying strong year on year growth and have built a team that honestly enjoys every aspect of this industry. 

About the role

This role is responsible for handling a high volume of inbound calls to our support desk, logging tickets, triaging and prioritising tickets, as well as troubleshooting tier 0 tickets that can be resolved in under 10 minutes. This role will also be responsible for dispatching support tickets to other support team members, ensuring that all relevant information is within the ticket and that the ticket is prioritised correctly. You will work in conjunction with the other technical teams within the business to achieve the highest level of customer service and support. This role interacts directly with our clientele via phone and email

Role and Responsibilities:

• Handle incoming calls, create, manage, follow-up and resolve support requests via the ticket-based CRM with a high level of attention to detail whilst providing clients with regular progress updates
• Delight clients with a Friendly, Quick and Helpful Experience Constantly scan the CRM ticket boards to manage new & existing cases
• Update ticket, client site details, agreements and client contact information;
• Mark priorities according to severity, urgency and client SLA status;
• Reschedule tickets that missed a scheduled appointment time;
• Update customers and third parties on ticket status';
• Notify technicians internally when tickets are nearing an SLA deadline
• Deliver quality, professional remote support in a timely fashion (adhering to Service Level Agreements) using a variety of remote access tools
• Use in-house knowledgebase platform to learn about client systems, create/update documentation and utilise process documentation to conduct day-to-day activities
• Liaise with Team Leaders, Subject Matter Experts or Management in relation to escalations
• Engage in regular interaction with all technical teams within the business including field engineers and offshore team members - endeavour to improve the team through knowledge-sharing and discussion
• Work varying shifts during the day as published in our rostering system
• Log time entries for work completed throughout the day and submit time sheets at the end of each week
• Regularly engage in study and achieve industry-recognised certifications related to relevant technologies, systems and concepts
• Work within company framework and adhere to certification standards

Skills Requirements:

• Analytical: Collects and researches data; Uses intuition and experience to complement data
• Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyses information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics
• Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments
• Interpersonal Skills: Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings
• Written Communication: Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed
• Change Management: Communicates changes effectively; Prepares and supports those affected by change; Monitors transition and evaluates results  
• Quality Management: Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
• Business Acumen: Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals
• Ethics: Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and principles; Upholds organisational values
• Organisational Support: Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organisation's goals and values
• Judgement: Displays willingness to make decisions; Exhibits sound and accurate judgement; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions
• Motivation: Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals Planning/Organising: Prioritises and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organises or schedules other people and their tasks; Develops realistic action plans
• Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments
• Quality & Quantity: Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly
• Adaptability: Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events
• Attendance/Punctuality: Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time
• Dependability: Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan
• Initiative: Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed
• Innovation: Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention

Experience:

• Technical Background or Recently completed Technical Degree or Course
• Experience working with Windows and MacOS workstation environments
• Experience working with the Microsoft Office suite
• Basic understanding of networks and networking concepts
• Understanding of Apple iOS and Android mobile platforms

Good to Have:

• Experience working in IT as a trainee, Level 1 support technician or similar
• Experience working in a customer service role
• Experience working with and troubleshooting the following server platforms: Windows Server (2008 & R2, 2012 & R2, SBS 2008/’11, 2016, 2019)
• Experience using Active Directory and Microsoft Exchange
• Experience managing cloud services such as Microsoft Office 365
• ConnectWise Manage
• Datto Product Family (RMM & Commerce)

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: Level 1 Helpdesk Engineer-Truganina| Appetency Recruitment

Other titles for this role in other organisation might be: Level 2, Service Desk, System Support, Help desk Support, Level 2 Technician, Support Engineer,