ICT Help Desk Technician

Our VISION is to be the trusted partner for communications technology solutions across Australia, and our MISSION is to deliver the best ICT solutions for even more customers across WA and beyond, hassle-free.

Role Overview

The ICT Help Desk Technician provides first-line technical support, troubleshooting and incident resolution to customers and their ICT environments, both remotely and, where required, on-site at client premises in Perth, WA, or across Australia. The role involves diagnosing and resolving hardware, software, operating system, application and basic networking issues, as well as supporting the deployment and maintenance of computer infrastructure and providing technical guidance to customers, while providing professional and timely customer service. The technician works collaboratively with the Service Desk team and escalates complex or higher-level issues as required.

Specific Responsibilities

Customer Support

Provide first-line technical support, troubleshooting and maintenance services to customers and their ICT environments, including:

• Support Windows operating systems, Microsoft 365 and Microsoft applications, including Exchange and Active Directory

• Provide desktop support, including Windows operating systems and Microsoft Office applications

• Provide support for virtual server environments, including XenServer, Hyper-V and VMware

• Provide networking support, including LAN, WAN and related network technologies such as HP and Cisco

• Assess customer hardware and software requirements and recommend appropriate technical solutions to resolve identified issues

• Diagnose, troubleshoot and resolve hardware, software, operating system, application and system issues

• Install, configure, maintain, repair and replace computer hardware, software and peripheral equipment as required

• Provide technical guidance and assistance to customers in the effective use of computer systems, applications and ICT equipment

• Support the deployment and maintenance of computer infrastructure and related ICT equipment

• Provide remote and on-site technical support to customers as required

• Escalate complex or unresolved technical issues to appropriate senior technical staff in accordance with established procedures

• Maintain accurate and complete records of incidents, service requests, troubleshooting activities and resolutions

Skills and Experience

Ability to multi-task

Ability to be proactive

Exceptional interpersonal skills

Affinity for computer systems and technology

Minimum one-year experience in relevent ICT field is required

Location - Bentley, WA 6102

Salary - $80,000 - $85,000 + Super