Technical Support Engineer

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

About Lance Knight

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