Position Summary:
An exciting opportunity to join a privately-owned Australian ICT Managed Service provider, currently going through a significant growth period.
The primary function of the Desktop Support Analyst is to support a variety of technical and service-related deliverables. This involves managing requests and incidents raised by the client, across a range of technologies and business processes.
This role will also manage support of the clients business systems in a variety of technical and training deliverables.
This position will be split between providing desktop support services as well as business systems support to a client based in QLD, working 2 days a week from home and 3 days a week on site.
The work is performed under supervision of the Helpdesk Team Leader and will report to the Customer Success Manager.
Essential Duties and Responsibilities:
You will be a part of Intech3’s Service Delivery function, operating in a highly performing team, handling a range of IT requests and incidents.
Responsibilities include, but are not limited to the following:
Work Collaboratively as a Team with other Team Members
Positively contribute to Intech3's culture and brand at all times
Logging and management of Service Desk tickets within ConnectWise
Installing and configuring hardware and software components to ensure usability
Troubleshooting hardware and software issues
Ability to ensure SLA's, policies & procedures are achieved
Creating and maintaining technical documentation
Administration & troubleshooting within Active Directory
Administration & troubleshooting of M365 environment for clients
Assisting users with business systems, including handling a range of level 1 and level 2 business system tasks.
Providing users training, guidance & onboarding to business systems
Creating and maintaining documentation relating to system processes and troubleshooting procedures.
Working with vendors to ensure business systems are functioning as expected and up to date.
Escalating requests and incidents where necessary
Identification & escalation of major incidents P1/P2
Identifying areas of improvement and raising with your team and management
Build a positive rapport with staff onsite to facilitate a collaborative work environment.
Work closely with the Customer Success Manager to provide exceptional customers service and support to each site.
Other duties outlined by the Customer Success Manager and Helpdesk Team Leader
Qualifications & Skill Requirements:
Minimum Qualifications & Skill Requirements:
A degree in an education / technology field or 2 years’ experience in a similar position
Demonstrated success in working with people in establishing aligned goals, objectives, and change management plans
Strong verbal and written communication and collaboration skills
Must possess positive, professional interpersonal skills
Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines
Maintain important records within ticket management system (ConnectWise System) efficiently and accurately
Perform duties and responsibilities unsupervised, while keeping a team-based approach seeking assistance as needed
Establish and maintain effective working relationships with other Intech3 employees
Perform time management and scheduling functions, meet deadlines, and set service priorities, including following up on such functions
Manage multiple tasks effectively
MSP experience is preferred but not essential
Technical Skills:
Strong knowledge and experience of Microsoft products including Windows server and Microsoft 365
Excellent Active Directory/Auzre experience
PC build experience in Windows 11 with automation experience highly regarded
Experience with Exchange, Backups and Monitoring Tools
Experience in providing technical support to a high level
Strong M365 administration & support experience
Understanding of PC operating systems and software on web-based applications
Benefits:
Attractive annual base salary
Opportunities for exposure to a wide variety of industries and technologies
Personal growth and ability to contribute to the business
Supportive & social team culture & outings
Join the company in a time of growth and opportunity
Flexible working arrangements. This role will have 2 days from home and 3 days on site visiting various customers.