Responsibilities
- Provide hardware, software, telephony, and peripheral products support to end users to facilitate the efficient and productive use of equipment and systems.
- Use the IT helpdesk ticketing system (ConnectWise) to monitor and act on lodged tickets.
- Document solutions to hardware and software issues.
- Contribute to the development of procedural and instructional documentation.
- Setup and configuration of desktops, laptops, and mobile devices for new and existing employees.
- Provide software application support including the installation of commercial software packages.
- Provide technical and troubleshooting support to employees over phone, remotely and in person.
- Implement approved plans and strategies within agreed time frames.
- Perform routine maintenance
- Document and review processes and procedures
- Analyse problems and make recommendations
- Attend relevant product and skill courses as directed.
- Liaise with staff at all levels of our organisation
- Be proactive and provide advice to improve and help the business.
- Develop a respectful and trustworthy business relationship with the partners, managers and team members generally.
- Maintain comprehensive reports on service requests and the solutions/fix that was implemented.
- Be available for after hours on-call support for time to time
- Be prepared to travel between our offices
- Attendance at meetings, training, client seminars, client functions etc outside standard. business hours will be required from time to time (as part of salary package).
Required Skills
KEY SUCCESS FACTORS
- Reported service requests are resolved in a timely manor
- Rework kept to a minimum
- Customer satisfaction is maintained to a high standard
- Successful project completion in the stated time frame
- Timesheets filled in appropriately and on time.
PERSONAL ATTRIBUTES
- A positive attitude and eagerness to learn.
- Patient and supportive by nature
- Demonstrated experience managing multiple activities and maintaining focus on priorities.
- Strong service orientation with communications skills for understanding technical problems and clearly explaining solutions
- Highly effective planning, organising and problem-solving skills.
- High level of accuracy and attention to detail.
- High level of organisational confidentiality.
- Ability to work under pressure and deal with multiple tasks
- Excellent oral and written communication skills
- Able to troubleshoot or solve service requests in a timely fashion.
- A flexible and respectful approach in liaising with colleagues
- An ability to relate to people at all levels
- The ability to contribute to a team effort
- A logical approach to problem solving
- Planning and negotiating skills
- Initiative and self-confidence
- An interest in the way organisational processes work
- A current driver licence
QUALIFICATIONS, SKILLS, EXPERIENCE
- Complete degree or certificate of study related to Information Technology.
- Exposure to, knowledge of, and a strong willingness to learn Microsoft Windows Desktop
- An understanding of networking technologies and topologies
- Experience using Microsoft Active Directory, Office 365, Azure Active Directory and MS Intune services
- Experience with PowerShell scripting
- A good understanding of basic PC hardware
- Competence with the use of printers, scanners, photocopiers
- Experience with Smart phone device management
- Strong troubleshooting skills on Windows OS, MS Office 365.
- Experience using remote assistance tools.
Benefits
- 5th week annual leave for all team members plus Volunteer Day
- Flexible working arrangements,
- Mentoring, training and support through our vast senior team,
- Competitive remuneration based on experience,
- Supportive team environment where we all love to help each other to get great results for our clients,
- Support for further study,
- Employee support program (EAP)
- Delivery of dynamic & forward-thinking client service,
- Opportunities exist to move around within our nationwide office network.
Are you ready for an exciting new challenge?
To apply, please submit your application with a cover letter and résumé to Milena.Lowe@mulcahy.com.au or for a confidential discussion, please contact Milena Lowe on 03 5330 7200.
*Previous applicants need not apply.