Level 1 Onsite Support Technician (Part-time)

Location: Charters Towers, North Queensland

The Company

Our client is a recognised dependable Managed IT provider with over 12,000 users globally. Their goal is to utilise IT to empower businesses in achieving success in ways that can make the world a better place for all. They help their clients realise their own organisations’ visions, which can come alive faster and better when the business’ IT is well-maintained and secure. They continuously strive for excellence whilst upholding their core values: Team Players, Driven to Improve, Honest & Genuine, Camaraderie.

As a rapidly growing IT service provider, we are looking for an experienced Level 1 Onsite Support Technician to join our client’s incredible team of dedicated professionals. The successful candidate will be placed part time at a customer site in Charters Towers. The Role

The Level 1 Onsite Support Technician is an all-rounder Level 1 IT professional who will provide a high standard of desktop, remote, telephone and email support by providing service excellence in every engagement and resolving IT infrastructure related issues. Primarily, you will be a contributor to the team's success, have a people and customer first attitude, and a passion for technology and customer service.

Note: This role is working on behalf of a leading Queensland MSP, but is based onsite at a growing rural independent school in Charters Towers, North Queensland.

Responsibilities

Provide first level IT support onsite at our client

Work to the daily schedule as set out in calendar

Troubleshoot and resolve complex technical issues related to hardware, software, and network connectivity.

Diagnose and resolve incidents assigned to you in a timely manner ensuring customer service and client outcomes are paramount.

Monitor and action alerts from client systems

Participate in technical up-skilling programs, training and seminars as required

Acting as the conduit between the client and the remote service desk team

Be across the multiple projects and keeping the service desk and projects team informed

General technical support in the office (desktop support)

Maintaining/updating the RMM, CRM, Ticketing and any other systems used

Documentation of standards in ITGlue and create user documentation for repeatable tasks/changes/new systems.

Build and maintain relationships with 3rd party vendors and manage issues with 3rd party vendors

What you will need to succeed

Previous work experience in an IT support position – at least 6 months

A qualification in IT is a definite advantage

Certifications (Microsoft/ITIL/CompTIA A+) will also be highly regarded!

A great communicator, known for your outstanding customer service and taking ownership of customer issues to get them resolved.

Proficient in Microsoft Office 365 and PSA ticketing systems (ConnectWise a definite advantage)

Experience/exposure in active directory, exchange, windows server 2012-2016, Microsoft 365 and other cloud-based technology

Ability and willingness to work towards key performance indicators and service level agreements

A valid driver’s license

Working with children card

Technical Skills & Capabilities Required:

Ability to diagnose and troubleshoot issues within your skillset, and know when to escalate

Experience with Microsoft 365 cloud technologies - Office 365, Exchange, Azure AD, SharePoint/OneDrive, MDM

Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members alike

Knowledge of Windows OS, Server, or Networking is a great advantage

In return, you will work within a reputable organisation and be part of a dynamic team where your skills are valued, and your contributions make a real impact. Competitive compensation awaits, and your journey begins promptly! Seize this opportunity and APPLY NOW for an exciting career ahead!