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Level 2 Technical Support Analyst

Job Title: Level 2 Technical Support Analyst
Contract Type: Permanent
Location: Sydney
Reference: 3101433
Job Published: February 27, 2020 15:02

Job Description

Supporting the business face to face with O365, AD, Exchange problems

Main responsibilities:

  • Understand the IT requirements of the local business and act accordingly to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent and professional service
  • Contribute to the effective operation and management of the Service Desk to ensure it provides quality, correct and timely information and services to its clients
  • Daily tasks may include but are not restricted to:
    • Day-to-day user support and liaison with IT Service Desk in other offices to resolve issues
    • Management/support of pool and permanent laptops
    • Management/support of remote working
    • Management of user administration
    • Mobile device support, including BlackBerry, iPhone or Android devices
    • AV and VC overflow support
    • Managing spare PCs, upgrades and replacements
    • For new joiners, setting up the PC, including Outlook, WorkSite and other core applications
  • Support international offices with equivalent services
  • Configuration and asset management
  • Knowledge management
  • Accurate ticket logging of all IT incidents and service requests whilst managing and owning individual ticket queue within the Service Management solution
  • Point of contact for projects within the firm from inception through to "business as usual"
  • Manage end-user administration such as joiners, leavers
Essential skills and experience:
  • Windows 10, Office 2010, Outlook / Exchange, VPN software
  • Good technical hardware knowledge with laptops, desktops,
    printers, routers, iPhones
  • Takes ownership of incidents, seeing through to closure and
    taking initiative as required
  • Strength of knowledge in telecommunications, network and NT
  • AD administration
If you're interested in hearing more about this opportunity and/or other roles we're working on apply now!

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