Our client is a unique Managed Service Provide with high client satisfaction score. We are looking for individuals who can improve the client satisfaction score even more.
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Role:
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The Technical Support Engineer role resides within the Managed Services Practice and is responsible to provide customer-focused ICT support via telephone, ticketing systems, remote monitoring and maintenance.
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Responsibilities:
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- Troubleshooting and resolving issues with end user's IT equipment†̈
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- Recommend and follow IT best practice policies and procedures†̈
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- Identify risks and opportunities arising from, or affected by, infrastructure configuration
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- Professionally and courteously answering inbound requests via phone, email or in person from customers and handling queries in accordance with established protocols†̈
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- Working within an ITIL framework for service delivery, including ticket triage and assigning ticket†̈severity, impact, and customer-specific ticket details†̈
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- Ensuring that client documentation is kept up-to-date and documentation is followed†̈
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- Keeping meticulous and transparent records of time spent on all activities and records†̈
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- Maintain and obtain professional certifications to align with business objectives†̈
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- Keeping up to date with the latest technology trends†̈
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Requirements:
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- Industry recognised certifications (MCSA / CISCO / VMware / CCNA / CCNP)†̈
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- Previous experience in providing high levels of client service and support required†̈
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- Strong attention to detail and enthusiasm to learn†̈
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- Excellent verbal and written communication skills†̈
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- Ability to deal confidently with clients, suppliers and staff at all levels†̈
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- Highly methodical and organised approach to work†̈
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- Demonstrated ability to remain self-motivated and productive when working autonomously†̈
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What is on offer:
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- Base Salary + Super
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- Excellent office & culture -where people enjoy their job, and always learn a lot
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Other titles for this role in other organisation might be: Senior L2 Engineer, L2/L3 Engineer, Service Desk Analyst, IT Technician, Support Engineer, End User Support Engineer
📌 Technical Support Engineer (Victoria)
🏢 Appetency Recruitment Services
📍 Victoria
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