Onsite Support Technician

Benefits

Tailored wellbeing support with access to EAP and paid parental leave
Career progression and opportunity for growth
Attractive salary and great discounts with selected retailers

Key Responsibilities

Receiving and recording calls from end users & keeping users informed of ticket status
Installing, configuring and providing maintenance of all IT infrastructure outside the campus locations according to the strategy outlined within the department
Assisting with the usage of all ICT hardware, software and network systems
Accepting reports of equipment failure and initiating action to get the equipment replaced or repaired
Accepting requests for service and managing the requests to satisfactory completion
Coordinating the efforts of resolvers and 3rd parties to solve incidents as a Single Point Of Contact(SPOC) for end users
Producing documentation (routing and resolution scripts) based on lessons learnt and trend analysis of tickets to increase the FCR rate

About You

To be successful in this role, you will have proven experience in a similar onsite support role, an unwavering motivation for delivery, and a natural aptitude for first-class stakeholder engagement. Additionally, you will demonstrate and possess the following:

Experience with Microsoft Office applications as well as proven working knowledge of Microsoft operating software and related hardware - build, install, configure and support Microsoft standard operating environments (SOE)
Understanding of corporate networking environments
Experience with PC and laptop hardware support and troubleshooting
A technical qualification in IT, MCP and ITIL Foundation (or higher) qualifications would be well regarded
Previous experience on a busy, customer focused service desk is desirable
Strong communication and time management skills