Your new company
This organisation a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is their vision.
Your new role
- Provide technical (1st and 2nd level) IT support to internal employees via telephone, email, walk-ins and remotely
- Good troubleshooting and problem-solving experience
- Handle, triage and troubleshoot faults and service requests, perform First in fix and engage the right resolver groups
- Ability to communicate clearly and concisely both verbally and in writing to customers and internal stakeholders
- Communicate courteously and effectively with non-IT and IT specialists alike to ensure customer and service level standards are met successfully
- Ensure all technical processes and security protocols are correctly followed
- Manage and monitor team responses for jobs assigned to queues
- Manage, assist and provide advice to staff for resolving and/or providing workarounds to incidents as directed
- Demonstrate commitment to improve knowledge base and service quality improvements on regular basis
What you'll need to succeed
- Proven experience in a Technical support environment performing fault investigation, triaging and resolution
- Experience with desktop support, server support, hardware, network and software installation and troubleshooting
- Experience with virtualisation, VMware and similar technologies
- O365 experience is essential for this opportunity due to the nature of the environment
- Working in a large enterprise environment supporting customers over the phone and supporting the team with various desktop tickets
- Excellent customer service is key
- Good troubleshooting and problem-solving experience
- A proactive nature, an enthusiastic attitude and a genuine desire to help people;
- Experience with supporting a corporate Windows and Linux environment
- Experience with supporting physical and virtual environments (Desktop and Servers)
- Ability to work in a complex environment with clients and colleagues located across multiple sites
- Innovative and think outside the box mind set
- Active Directory (users, mailbox management)
- Operating system support (Windows 10 & 7, Linux and other operating systems)
- Office 365, outlook, exchange and other critical business application support Standalone Support
- Printing (installation, deployment, configuration, disposals)
- Complex Software installation and troubleshooting
- Network (triaging, fault diagnostic, root cause analysis)
- Software and Hardware diagnostic skills and building/upgrading PC's
You will be successful in this role if you have:
- 5-7 years of experience in desktop and infrastructure support roles especially in operations
- Experience in Service Desk and customer support over the phone, walk-in and remotely
- Familiarity with ITIL framework
- Degree and/or IT Certifications (Microsoft, CompTIA, ITIL etc.) (highly desirable)
- Exposure to Linux and virtualisation environment is recommended
- Team lead / leadership experience (desirable)
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact Ravindu Tharuka on (08) 7221 4181 or ravindu.tharuka@hays.com.au for further information.
At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from diverse backgrounds to apply.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
LHS 297508 #2626457