IT Support Technician

Lucidity IT is growing and will be opening another Technical Support role in the new year.

We are looking for a Support Technician to provide technical assistance to clients and support to our internal team.

Responsibilities Include:

  • Serving as the first point of contact for clients seeking technical assistance over the phone or email
  • Performing remote 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
  • Direct unresolved issues to the next level of technical personnel
  • Record events and problems 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
  • Handle Tier 1 support desk escalations through tickets or phone
  • 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


  • Technical Background
  • Excellent communication skills
  • Professional telephone etiquette
  • Task prioritisation skills
  • Desire to help people
  • Optimistic problem solver
  • Team spirit
  • Ability to diagnose and resolve basic technical issues
  • Excellent communication skills

Working knowledge of:

  • Active Directory
  • Exchange
  • Office 365 (Hybrid instances)
  • Scripting knowledge (Powershell etc)
  • Networks
  • Basic server administration

Exposure to (beneficial not mandatory):

  • Virtualisation technology toolsets
  • 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.
  • Extensive mentoring and training available
  • Access to enterprise systems and platforms
  • Access to cutting edge platforms and process

If you are passionate about IT, have great people skills, a fantastic work ethic and are keen to learn and develop your skillset further, please send your CV with cover letter to [email protected]

Applications close on 31.01.2018

About Lance Knight

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