Helpdesk Support Specialist

Hello! before applying, we will only accept applicants that have 80+ ID Score, and that use TimeProof

Position Overview:
As a Helpdesk Support Specialist, you will play a crucial role in maintaining our clients’ IT infrastructure. You’ll be responsible for handling various helpdesk tasks, ensuring timely resolution of technical issues, and providing excellent support to end-users. If you’re passionate about technology, a problem solver, and enjoy helping others, this role is perfect for you!

Responsibilities:

Daily Monitoring and Troubleshooting:
Perform regular checks on endpoints, ensuring they are up-to-date and secure.
Investigate and resolve any vulnerabilities promptly.
Monitor Office 365 and server backups (including Acronis cloud backups) to ensure data integrity.

Documentation and Process Management:
Create and maintain detailed documentation for processes and procedures.
Develop network diagrams for customer environments.

Communication and Ticket Management:
Answer incoming calls via the Ring Central VoIP system.
Log tickets directly from users or handle emails sent to the helpdesk.
Be the primary point of contact for all communication with users.

Escalation Handling:
Escalate complex issues to the appropriate teams when necessary.
Collaborate with colleagues to resolve critical incidents.
Coordinate with Field Services Engineers for on-site visits to customer locations.
Schedule and coordinate on-site technicians as needed, keeping customers informed of visit details.

Administration and System Improvement:
Update and maintain our company website.
Work on enhancing our helpdesk system (using Odoo) to improve efficiency.
Track ongoing projects using Odoo and ensure other engineers stay accountable and on track.
Assist with administrative tasks during downtime between managing tickets.

Remote Support:
Provide remote assistance to users, troubleshooting technical problems efficiently.
Ensure a positive user experience by delivering exceptional customer service.

Training and Development:
Training can be provided for products and software used by our company.

Qualifications:
Proven experience in a helpdesk or technical support role.
Strong knowledge of Windows and Office 365 environments.
Familiarity with network troubleshooting and basic server administration.
Excellent communication skills and a customer-centric approach.
Ability to work independently and prioritize tasks effectively.
Excellent English grammar and spoken English are required.

Working Hours:
Monday to Friday, 9:00 AM to 5:00 PM AEST

We need someone friendly, reliable, and wanting to form a long term relationship with us and our clients.