Expression of Interest - Level 1 and 2 Helpdesk IT Support

Wycom Technology Pty Ltd
Wyong, NSW
A$55,000-$75,000 p/a
Information & Communication Technology → Help Desk & IT Support
Full-time
On-site

Posted 17 days ago


Job Title: Expression of Interest - Level 1 and 2 Helpdesk IT Support

Location: Central Coast

Position Overview:

We are currently seeking expressions of interest from experienced and enthusiastic individuals for Level 1 and 2 Helpdesk IT Support positions.

The ideal candidates will have a passion for technology, excellent communication skills, and a strong desire to provide exceptional customer service. As a member of our Helpdesk IT Support team, you will be responsible for assisting end-users with technical issues, troubleshooting hardware and software problems, and ensuring the smooth operation of our IT systems.

Responsibilities:

  • Provide first and second-level technical support to end-users via phone, email, chat, or in person.
  • Assist users with hardware and software installation, configuration, and troubleshooting.
  • Troubleshoot and provide adequate triage and response for IT issues and escalate to Level 3 support when necessary.
  • Log and track support requests using a helpdesk ticketing system.
  • Follow standard operating procedures for incident management and resolution.
  • Provide quality documentation for technical procedures, troubleshooting steps, and resolutions.
  • Maintain a high level of customer satisfaction through timely and effective communication.
  • Liaising with internal and external parties for support on incidents, following process to ensure that incidents are actioned in a timely manner, clients remain updated, and progress is tracked.
  • High attention to detail.

Knowledge, Qualification, Skills & Experience Required:

  • High school diploma or equivalent.
  • Bachelor’s degree in Information Technology or related field is a plus.
  • Minimum of 2-3 years of experience in a helpdesk or technical support role.
  • Previous experience in IT MSP environments an advantage.
  • Previous experience with ConnectWise Manage.
  • Strong knowledge of Microsoft Windows operating systems and Office applications.
  • Strong knowledge in Microsoft 365 products.
  • Familiarity with basic networking concepts (TCP/IP, DNS, DHCP).
  • Familiarity with following ITIL processes – incident management, change and release, problem management, asset management.
  • Excellent communication and interpersonal skills.
  • Ability to prioritise tasks and work effectively under pressure.
  • Customer-focused attitude with a passion for helping others.
  • Certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are advantageous but not required.
  • Participating in a on-call roster on a rotating basis. When necessary, travel to client sites, interstate and internationally as required

About Wycom Technology Pty Ltd

Wyong, NSW, Australia

This company does not have any further information provided at this time. We encourage you to research the company by searching for them to learn more about the company or role in question before applying.

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