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