Command IT Services is looking for a qualified Level 2 Support Technician to join our Karratha and Port Hedland teams to provide support for our Pilbara customer base. Applicant must have at least a Bachelor Degree in IT plus at least two years' experience within an MSP environment or alternatively, at least five years experience in IT within an MSP environment.

ROLE

Responsible for providing excellent, skilful, professional IT support services to a wide variety of customers in a friendly service delivery environment. The provision first line of contact and support for customer IT needs.

RESPONSIBILITIES

• Build good sincere relations with customers during onsite visits and in all other contacts.
• Answering inbound support calls to assist users with access / usage issues and logging service requests into the Companies internal CRM. (reactive support)
• Outbound calls to users when we see error logs but prior to them making a call to us (proactive support)
• Investigate and coordinate resolution and recovery actions for assigned support incidents.
• Install, move and change technology hardware, software and resources under guidance.
• Troubleshooting, diagnosing, testing and resolving hardware, software and network issues using internal knowledge base, senior directions and guidance, vendor support articles.
• Provide technical guidance and training in software and operational procedures with clients
• Perform varied and wide ranging other related duties and tasks as required during working hours.
• Liaise with customers and update of ticket status.
• Provide a consistently high level of service to our customers in a prompt and pleasant manner.
• Maintain the highest ethical standards and confidentiality in dealing with our customers and each other.
• Development of customer technical documentation and self-help content and contributing to internal knowledge base articles
• Develop individual skills and knowledge that will better serve our customers.
• Analyse and resolve hardware and software problems in a service desk environment.
• Demonstrate highly accomplished interpersonal skills with a friendly customer service acumen.
• Complete a broad variety of IT Support tasks in a diverse business environment within a IT team environment.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge

The incumbent must have deemed appropriate and capable knowledge in the following areas:

• Configuring and troubleshooting Window Servers and workstations
• Configuring and troubleshooting internet and network equipment
• Configuring all windows software
• Understanding and troubleshooting IP, IP routing, routing protocols, debugging, other common network troubleshooting tool and methods
• Understanding how internet protocols work and routing
• Proficient in Microsoft office applications (word, excel, office etc.)
• Proficient in Microsoft Office 365 platforms

• Skills

The incumbent must demonstrate the following skills:

• Ability to install and administer computer, hardware and software.
• Analytical and problem solving skills
• Judgement decision making skills
• Effective verbal, presentation and listening communications skills
• Effective written communications skills
• Computer skills including the ability to operate spread sheet, word-processing, and email.
• Time management skills

• Personal Attributes

The incumbent must demonstrate the following personal attributes:

• Be honest and trustworthy
• Be respectful
• Possess cultural awareness and sensitivity
• Be flexible
• Demonstrate good work ethics

DESIRABLE QUALIFICATIONS AND EXPERIENCE

• Proven experience of delivering a high degree of customer service and can effectively problem solve in an “out of the box” way including appropriate interpersonal skills to manage demanding or difficult customers appropriately
• Strong verbal and written communication skills
• Self-motivated team player with the ability to work calmly under pressure, to meet tight deadlines and see tasks through the completion with minimal supervision
• Attention to detail as well as a high degree of accuracy in data entry
• The ability to ensure that customer requirements are recorded exactly as specified
• Possess high level of organisational skills, can manage their own time and tasks to completion
• “Can-do” attitude and leads by example
• Communicates effectively with team – provides clear information/instructions & listens to the team effectively
• Communicates effectively with colleagues and management regarding all aspects of customer service
• Demonstrated ability to solve problems within level of accountability
• Internal system inductions and hands-on training.
• Experience in an ITIL environment.

EDUCATION

• Bachelor Degree or higher in field of study relevant to position