Rapid Responder / Level 1 Helpdesk Engineer

Rapid Responder / Level 1 Helpdesk Engineer Support helpdesk level 1

Your new company
You will be joining an industry-specific, managed services provider based in the west Melbourne, working on exciting and innovative projects. Take the step in your IT career by joining a unique, supportive and collaborative team who are driven to succeed and giving you growth opportunity.

Your new role

Handle incoming calls, create, manage, follow-up and resolve support requests via the ticket-based CRM with a high level of attention to detail whilst providing clients with regular progress updates
  • Delight our Clients with a Friendly, Quick and Helpful Experience
  • Constantly scan the CRM ticket boards to manage new & existing cases:
  • Update ticket, client site details, agreements and client contact information;
  • Mark priorities according to severity, urgency and client SLA status;
  • Reschedule tickets that missed a scheduled appointment time;
  • Update customers and third parties on ticket status';
  • Notify technicians internally when tickets are nearing an SLA deadline
  • Deliver quality, professional remote support in a timely fashion (adhering to Service Level Agreements) using a variety of remote access tools


Use in-house knowledgebase platform to learn about client systems, create/update documentation and utilise process documentation to conduct day-to-day activities
  • Liaise with Team Leaders, Subject Matter Experts or Management in relation to escalations
  • Engage in regular interaction with all technical teams within the business including field engineers and offshore team members - endeavour to improve the team through knowledge-sharing and discussion
  • Work varying shifts during the day as published in our rostering system
  • Log time entries for work completed throughout the day and submit time sheets at the end of each week
  • Regularly engage in study and achieve industry-recognised certifications related to relevant technologies, systems and concepts
  • Work within company framework and adhere to certification standards


What you'll need to succeed
Experience working with Windows and MacOS workstation environments
Experience working with the Microsoft Office suite
Basic understanding of networks and networking concepts
Understanding of Apple iOS and Android mobile platforms

FULL RIGHTS TO WORK: ONLY PERMANENT RESIDENT AND CITIZEN.

Nice to have:

Experience working in IT as a trainee, Level 1 support technician or similar
Experience working in a customer service role
Experience working with and troubleshooting the following server platforms:
Windows Server (2008 & R2, 2012 & R2, SBS 2008/’11, 2016, 2019)
Experience using Active Directory and Microsoft Exchange
Experience managing cloud services such as Microsoft Office 365
ConnectWise Manage
Datto Product Family (RMM & Commerce)

What you'll get in return
Permanent position and the opportunity to grow in a great work environment, the possibility to develop new skills and the support and training from the company.

What you need to do now
If you are interested in this role, forward an up-to-date copy of your CV by replying to this email. If this job is not quite right for you but you are looking for a new position, please contact Laura Diaz at laura.diaz@hays.com.au.

LHS 297508 #2685187

Summary

Job Type
Permanent
Industry
Healthcare & Medical
Location
VIC, West Melbourne
Specialism
Infrastructure
Ref:
2685187
Closing date
30 Sep 2022

Talk to a consultant

Talk to Laura Diaz, the specialist consultant managing this position, located in Melbourne
Level 21, 360 Collins Street

Telephone: 0396049647

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