About Us:

KMTech is a leader in providing innovative technology solutions, committed to delivering outstanding service and fostering a collaborative and growth-oriented workplace. Our core values are at the centre of everything we do. We get curious about our team members, we challenge each other, and we are steadfast in our commitment to being a high-performance team where your career will quite literally take off!

KMTech are "changing the game" in the managed services sector by being the human face of tech. We are excited to welcome our next Level 1 Service Desk Technicians to join our "United" and "Accountable" team.

What We Offer:

• A collaborative and supportive work environment.
• Wellness Programs and Resources: Access to an onsite wellness room and an Employee Assistance Program (EAP) for any support you may need.
• Company Events: Celebrate with us at our EOFY party, Christmas party, and annual team-building day.
• Hybrid Working Policy: We offer a genuine flexible working policy to help you balance work and life.
• Office Perks: You'll be well-fed with daily fresh fruit, biscuits, and access to a tea and coffee machine and free on street parking
• Professional Development: Take advantage of opportunities for professional development and career advancement.
• Opportunities for professional development and career advancement – PAID training and certifications

About you

As a Level 1 Service Desk Technician, you excel at providing exceptional remote, telephone, and email support to our clients. You thrive on solving IT infrastructure-related issues, adhering to internal processes and service level agreements, ensuring that our clients receive the highest standard of service. Your customer-centric approach, combined with a passion for technology, makes you a vital contributor to the success of our team. You’re not just a problem-solver—you’re someone who enhances the overall client experience with every interaction.

Job tasks and responsibilities

To be successful, you must possess the following:

• Deliver exceptional customer service, ensuring client satisfaction in every interaction.
• Provide technical troubleshooting across a diverse range of IT issues, translating complex technical information into easy-to-understand language for non-technical users.
• Showcase strong verbal and written communication skills to effectively resolve issues and guide users.
• Maintain a positive, flexible, and proactive approach to all tasks, adapting to challenges with enthusiasm.
• Continuously seek learning opportunities and demonstrate resilience in overcoming obstacles.
• Make quick, informed decisions and troubleshoot efficiently, even in high-pressure situations.
• Exhibit excellent time management and organisational skills, prioritising tasks effectively.
• Leverage experience with technologies such as Active Directory, Exchange, Windows Server (2012-2016), and Microsoft 365 to support technical needs.
• Hold relevant IT qualifications that enhance your ability to succeed in this role.
  
  

Skills and experience

• At least 6-12 months of hands-on IT support experience, demonstrating your technical expertise and problem-solving skills.
• Proven experience in a Managed Service Provider (MSP) environment, showcasing your ability to thrive in a fast-paced, client-focused setting.
• Relevant certifications, such as Microsoft, ITIL, or CompTIA A+, are highly regarded and enhance your technical credentials.
• Exceptional interpersonal skills, with a strong emphasis on customer service and a commitment to taking ownership of issues until they are resolved.
• Ability to thrive in a collaborative team environment, contributing positively to group dynamics.
• Willingness to assist, guide, and mentor fellow members of the Service Desk team, fostering a supportive learning environment.
• Proficiency in Microsoft Office 365 and experience with PSA ticketing systems (ConnectWise preferred), enabling efficient task management and resolution.
• Strong commitment to meeting key performance indicators and service level agreements, ensuring consistent delivery of high-quality service.