HOW TO APPLY!
Email your Updated CV/Resume to ( ONLY send PDF or DOC format CVs, AVOID sending other formats like JPEG or PNG)
Email subject: Helpdesk Support | Indicate your salary expectation
Once this process is done, watch out for the next email instruction, don’t forget to check your spam/junk folder regularly as some emails may not go straight to your inbox
==========================
This is a remote position.
Job Brief
We are seeking a Service Technician – Help Desk Support Staff to join our dynamic team. This role will play a crucial part in ensuring our clients receive top-notch technical support and assistance in a timely and efficient manner. As a Service Technician – Help Desk Support Staff, you will play a crucial role in providing technical support and assistance within a Managed Service Provider (MSP) environment. You will utilise your 5+ years of MSP experience and technical skills to ensure the smooth operation of our IT systems and client support services.
Requirements
5+ years of experience in an MSP role.
Proficiency in Microsoft 365, Windows, Office Suite, and basic networking.
Ability to configure software and manage agents effectively.
Knowledge of anti-virus software and SIP applications.
Strong problem-solving and communication skills.
Technical Skills:
MSP Experience: 5+ years of experience in a Managed Service Provider (MSP) environment.
Microsoft 365 Support: Proficiency in providing support for Microsoft 365, including troubleshooting and configuration.
Desktop and Windows Support: Strong background in desktop support and Windows operating systems.
Office Suite: Competency in Microsoft Office Suite and related applications.
Networking: Basic networking skills, including knowledge of port forwarding and internet connections.
Software Configuration: Ability to perform basic software configurations.
Anti-Virus (AV): Familiarity with anti-virus software and solutions.
Agent Management: Experience with managing various software agents.
SIP Applications: Knowledge of Session Initiation Protocol (SIP) applications.
Responsibilities
Participate in daily team meetings to discuss and address any site outages, problem tickets, important communications, and successes.
Promptly acknowledge and resolve Fusion Tickets and client communications, striving for high-quality service and timely resolutions.
When email inquiries are received, initiate client calls to gain a clear understanding of the reported issues.
Clear ticket system notifications daily and maintain clear and accurate ticket notes.
Give priority to problem tickets and high-importance tickets, ensuring they are addressed promptly.
If unable to resolve tickets or complete assigned tasks, promptly communicate reasons to Management.
Collaborate with the phone roster, spending short intervals on phones to log information accurately into ticket notes.
Encourage clients to provide further information via email if issues cannot be resolved immediately.
Notify Management if feeling overwhelmed or if additional support is required for phone duties.
Be available to take incoming calls as part of the On-Call roster.
Promptly escalate all incidents and safety concerns to Management.
Collaborate with colleagues to maintain a clean and well-maintained work environment.
Email all client complaints to Management, including details of the issues.
Advise Management when a complaint is resolved and outline the steps taken for resolution.
Report any interactions with difficult clients to Management.
Undertake additional duties as assigned by Management, including coverage during annual or sick leave.
Adapt to business needs and requirements.
Time Zone: Australian Business Hours
APPLY FOR THIS JOB:
Company: Full Circle Firm
Name: Allie Porter
Email: