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Graduate Technical Support Analyst

Job Title: Graduate Technical Support Analyst
Contract Type: Permanent
Location: Brisbane
Salary: $50,000 to $55,000
Reference: 2828844
Contact Email:
Job Published: October 12, 2018 12:02

Job Description

Global Engineering and Construction company are looking for a Level 2/3 Helpdesk Analyst. You will be Providing phone/deskside technical support while exhibiting excellent customer service to all 200+ Brisbane Based employees. Resolve issues accurately & efficiently within the established service level agreement.

This position requires a self-starter/mentor that can hit the ground running. He/She will need to know when to escalate and ask for assistance and work with the Helpdesk supervisor training less experienced support staff.

Helpdesk Support
  • Answer helpdesk phone line/email requests and use Helpdesk Tracking system to track all calls and emails received in accordance with the established or documented procedures.
  • On-site and remote technical 2nd level support.
  • Assist the Helpdesk supervisor as needed when he is unavailable to troubleshoot enterprise Helpdesk issues; identify the root cause, etc.
  • iPhone and Blackberry support.
  • Configure, deploy and relocate corporate desktops and laptops.
  • Install and configure standard applications.
  • Setup printers and hardware peripherals.
  • Troubleshoot hardware and software problems, resolving them in timely and efficient manner.
  • Ability to prioritize outstanding issues and manage user expectation.
  • Escalate high priority issues using established processes.
  • Undertake miscellaneous projects in addition to regular Helpdesk duties.
  • Document and maintain new application and operating system installations and configurations.
  • Document and maintain helpdesk and desk side support procedures.
  • Assist in the implementation/design of operating system images with Altiris.
  • Virus eradication.
Account Administration via Microsoft Active Directory and Office 365.
  • Perform password resets.
  • Create, modify, and delete user accounts as needed for new hires and exits.
  • Create, modify and delete firm distribution lists.
  • Create, modify and delete Air-watch accounts.
  • Create, modify and delete BES accounts.
Software Support
  • MS Office Suite of applications including but not limited to Outlook, Word, PowerPoint, & Excel
  • VPN/OWA Clients
  • Minimum 2 years of deskside experience in a professional environment
  • Experience interacting with, and understanding the needs of high-level executives
  • Experience supporting Microsoft operating systems for workstations. (Windows 7)
  • Experience supporting Microsoft Office 2010 and 2013 via Office 365 is a significant plus
  • Minimal travel will be required
  • Overtime will be required
  • Completion of a University degree is preferred but not required.
Knowledge, Skills, and Abilities
  • General knowledge: Active Directory, Altiris, Air-watch, Pro system FX, Terminal Server, Check Point VPN, iPhone, Blackberry, ShoreTel 14.2 (VoIP) phone system, preferred but not required
  • Ability to work independently and in a team environment.
  • Excellent communication skills (oral/written)
  • Excellent Customer Service and interpersonal skills
  • Ability to assimilate training quickly and efficiently