Job description
We are looking for a Technical Support Engineer to provide technical assistance to clients and support to our internal team. You will be exposed to a wide variety of situations, setup and deployments.
This role requires an energetic, motivated individual with a professional attitude and exceptional customer service skills. You will primarily be phone-based with the occasional on-site requirement, supporting our customers’ IT requests and working through our ticketing system.
Responsibilities Include:
- Serving as the first point of contact for clients seeking technical assistance over the phone or email
- Performing remote & onsite troubleshooting through diagnostic techniques and pertinent questions
- Determining the best solution based on the issue and details provided by customer
- Walk the customer through the problem-solving process and educate the client on steps to prevent or avoid re-occurring issue/s
- Escalate unresolved issues to the next level of technical personnel once all basic troubleshooting has been completed
- Record events, problems, timesheets and their resolution in logs
- Follow-up and update client status and information
- Pass on any feedback or suggestions by client to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Follow up on outstanding requests and ensure timely resolution
- Create accounts and configure hardware as part of on-boarding process
- Other duties may be added and/or assigned as needed
- Writing technical documentation sets
Requirements:
- Technical Background
- Excellent troubleshooting skills
- Ability to diagnose and resolve basic technical issues
- Drivers Licence and access to own transport is essential as you may be required to attend sites from time to time
- Willingness to learn on the job and not afraid to ask questions
- A professional, reliable and team orientated approach to work.
- Proactive approach on fixing issues and thinking outside the box
- Be able to work on his/her own initiative
- Excellent communication skills both verbal and written
- Professional telephone etiquette
- Task prioritisation skills
- Desire to help people
- Exisiting or willingness to complete Police Check
Working knowledge of:
- Active Directory (Moves, add’s & Changes of user accounts.)
- Exchange / Office 365 (Administration of O365 licensing and working knowledge of Hybrid instances)
- Basic Networking (switches/routers/Wireless AP’s/LAN/WAN/ VPN)
- Basic server administration (Server 2012R2, Server 2016,)
Exposure to (beneficial not mandatory):
- Virtualisation technology tool-sets
- Application presentation technology (Citrix,RDS,VDI etc)
- Storage Technologies
- Cloud Technologies IAAS, SAAS etc.
Benefits Include:
- Flexible working environment.
- Fantastic Sunshine Coast location.
- Significant Opportunity for career progression.
- Mentoring and training available
- Access to enterprise systems and platforms
- Access to cutting edge platforms and process
Applications close on 17.03.2018
Please send your resume with cover letter to [email protected] or you can apply via Linked In
Lucidity IT has experienced steady, strong growth over the last couple of years due to their commitment to providing quality professional IT services to a large range of industries and organisations all over Queensland. Lucidity IT’s presence in the Information Technology Services has gained momentum; people in the industry are taking notice as word spreads of the transparent and professional approach applied to their engagement with clients.
uly, Lucidity IT is offering the Nimble Storage CS210 with 4-9TB Usable Space, 160Gb Flash Cache, 4 GigE Ports per Controller with 1 year Support for under 20k ex GST.
