About this role
Technology Support Executive
Job Description: Role: - Senior Technical Support Executive (L1 Service Desk)mso-ansi-language:EN-AU"> Location: - Sydney Status – Permanent Full-Time role Rotational Shifts – 24*7 Support NOTE - Only applicants with Australia full work right, i.e., holding a valid visa will be considered for the role. JOB DESCRIPTION: - mso-fareast-font-family:Aptos;mso-font-kerning:0pt">Position Summary mso-fareast-font-family:Aptos;mso-font-kerning:0pt">Provide 1st level technical support, service restoration, fulfillment of service requests and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems. mso-fareast-font-family:Aptos;mso-font-kerning:0pt"> mso-fareast-font-family:Aptos;mso-font-kerning:0pt">Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Execute transactions as per prescribed timelines. mso-font-kerning:0pt;mso-ansi-language:EN-AU"> mso-fareast-font-family:Aptos;mso-font-kerning:0pt">Required skill set Analytical and Problem-solving skills · Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues · Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues · Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently · Display ownership and accountability o Quickly build trust and confidence with customer
• • 106%;mso-list:l0 level2 lfo1;tab-stops:list 1.0in">Own and resolve customer issues efficiently, effectively and empathetically
Mandatory requirement for experienced candidates: · 12-18 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc. · Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows) · Basic ITIL knowledge · Ticketing tool SNOW or Any other tool · Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business · Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution. · Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions