About PepNet Technologies

PepNet, as a IT Managed Services Provider and a RingCentral Partner, empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any device, anywhere, specialised in the areas of Voice, IT Support, Data & Cloud Technologies. We provide end-to-end solutions from scoping and consulting to selling and installing, setup and programming the equipment to providing training for staff – and all of this is serviced at the highest levels, at every stage. Aligned to our customers business requirements, we provide tailored maintenance services, hardware and software break / fix support, remote support, software deployment and relo

cation services.

About the Role:

Working as a IT Support Officer you will be responsible for the provision of all aspects of end-user services to PepNet's customers. In this role, you will provide both on-site and remote support services to the internal users, including C-level executives. You will assist in managing incidents and service requests through to resolution, escalation and closure communication with relevant support teams as required. You will also support the infrastructure and projects teams when required.

What you’ll do:

Reporting to the IT Manager, your duties will include (but are not limited to):

Provide Level 1 / 2 technical support - first point of contact for all users.

Track, prioritise and document support requests using Service Desk ticketing system such as Zendesk.

Assist with creating and updating documentation including support information and user guides, and the implementation of IT projects, upgrades and migrations.

Assist with the deployment, configuration, and maintenance of VoIP phone systems.

Responsible for the processes, procedures and operational management associated with system security and disaster recovery planning.

Ensure adherence to service level agreements (SLAs) and provide timely updates to users on ticket progress.

Troubleshoot and provide support in diagnosing, resolving and repairing end-user operating systems, applications and hardware - remotely and on-site.

Documenting and updating IT procedures, guides, and knowledge based articles.

Maintain and coordinate of ICT assets.

To be successful in this role, you will have demonstrated the following:

Essential:

Minimum 2+ years of experience in a technical IT role to be considered.

Bachelor’s degree in IT, Computer Science, or a related field preferred. Certified ITILv3 or V4 Foundation.

Proficiency and confidence in working with a wide range of Microsoft technologies, including On-Premises Active Directory (AD), Azure Active Directory, Microsoft MDM/Intune, On-Premises Exchange, Exchange Online, Office 365 Applications, SharePoint, Microsoft Teams, and server administration tasks such as DHCP, DNS, RDP, and Group Policy.

Knowledge of Office 365, SharePoint and Microsoft operating systems.

Knowledge of Cloud concepts and IaaS, PaaS, and SaaS.

Diligence in troubleshooting and fault analysis for Windows.

Ability to adjust priorities and manage time in a fast-paced organisation, ensuring that SLAs are adhered based on request nature and urgency.

Ability to work independently and as part of a team.

Strong organisational capabilities with attention to accuracy and detail.

Excellent analytical and problem-solving skills.

Excellent written skills, with a great phone manner.

Own vehicle and current valid Australian Drivers Licence is required.

Desirable:

Knowledge of hosted cloud telephony platform.

Possession of relevant certifications is highly desirable, including but not limited to CompTIA A+, Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Solutions Expert (MCSE), or Cisco Certified Network Associate (CCNA).

Prerequisites:

Only applicants with full working rights in Australia will be considered.

Have a vehicle and current valid Australian Drivers Licence is required.

Ability to successfully complete a police check.

What We Offer:
• Competitive salary.
• Phone Allowance.
• Opportunities for career growth and advancement.
• Supportive and dynamic work environment.
• Comprehensive training and professional development.

PLEASE NOTE:

Only those applicants who are shortlisted will be contacted.

We extend our appreciation for considering PepNet Technologies as a potential employer.