Technology Support Executive

Job Description

Role: - Senior Technical Support Executive (L1 Service Desk)mso-ansi-language:EN-AU">

Location: - Sydney

Status – Permanent Full-Time role

Rotational Shifts – 24*7 Support

NOTE - Only applicants with Australia full work right, i.e., holding a valid visa will be considered for the role.

JOB DESCRIPTION: -

mso-fareast-font-family:Aptos;mso-font-kerning:0pt">Position Summary

mso-fareast-font-family:Aptos;mso-font-kerning:0pt">Provide 1st level technical support, service restoration, fulfillment of service requests and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.

mso-fareast-font-family:Aptos;mso-font-kerning:0pt"> 

mso-fareast-font-family:Aptos;mso-font-kerning:0pt">Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Execute transactions as per prescribed timelines.

mso-font-kerning:0pt;mso-ansi-language:EN-AU"> 

mso-fareast-font-family:Aptos;mso-font-kerning:0pt">Required skill set

Analytical and Problem-solving skills

·      Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues

·      Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues

·      Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently

·      Display ownership and accountability

o  Quickly build trust and confidence with customer

• • Own and resolve customer issues efficiently, effectively and empathetically

Mandatory requirement for experienced candidates:

·      12-18 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.

·      Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)

·      Basic ITIL knowledge

·      Ticketing tool SNOW or Any other tool

·      Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite,of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business

·      Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.

·      Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions