IT Support Agent – WFH Australian Hours

We are seeking experienced tech support agents confident working from home to support a growing team of on-shore computer support technicians providing on-site and remote IT support to clients and their employees during Australian business hours. Your tasks will include adding and removing Office 365 users, changing licenses, resetting passwords, device management and backups, and other core administration tasks. Clients are typically small to medium sized businesses in health, finance and resources; with teams of 5-50 users mostly using Office 365 tools, along with various other cloud services.

ROLES AND ACCOUNTABILITIES
You will be working closely with and under the supervision of the on-shore team of L2/3 support technicians each day in a position that comprises of various roles:
– Interface with on-shore technicians for job management; directly and via the ticketing system Connectwise
– Perform Level 1 administration tasks within the clients’ managed services environment (Office 365, Teams, G-Suite/Google Workspace, etc), escalating to Level 2 as needed
– Assist in completing configuration, script changes and non-coding solution changes when requested by on-shore technicians or standard operating procedure
– Assist in developing and distributing end-user communications, such as Knowledge Base Articles and producing material for the communication channels and self-service options for the end user community
– Assist in developing training materials and programs to support growth of the business
– Perform training to team members on different areas of supported systems
– Monitor and support daily interfaces between internal and external IT systems, escalate and communicate issues as needed
The on-shore techs are the primary point of contact for the client and accountable for the delivery of the service. The position is not customer facing and is non-voice other than with the other team members.

MUST HAVE KNOWLEDGE, SKILLS AND ABILITIES
– General knowledge of application lifecycle related to Office 365 and Microsoft operating system
– Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications
– Ability to perform routine administration and maintenance on systems software, applications, hardware, networking, and communications
– Ability to analyse and resolve basic computer problems and to coordinate hardware, software, and/or network solutions
– Basic understanding of cloud solutions
– Possess strong interpersonal, troubleshooting and communication skills in a professional and effective manner
– Strong ability to work effectively with teams members, especially in communicating clearly about issues and roadblocks; and to seek support, assistance and guidance from team members

GOOD TO HAVE KNOWLEDGE, SKILLS AND ABILITIES
– Deep experience with all Office 365 applications:
– Calendars
– OneDrive
– Teams
– Outlook
– Admin Center
– Experience with Office365 migrations, Office365/G-Suite Admin experience, Office365 Exchange
– Experience with SharePoint Online including site creation, permissions, document management, etc
– Knowledge of current technological developments in cloud based services
– Able to effectively operate in a multi-tasking environment
– Able to understand user requirements and provide appropriate recommendations or solution
– Self-starter, uses an effective thought process\methodology to determine priorities, set goals and create a plan for completing a project\task
– excellent analytical, troubleshooting, and organisational skills

EXPERIENCE AND BACKGROUND
– Minimum of 3 years full time BPO experience
– Minimum 2 years full time IT service desk / helpdesk experience
– Minimum 2 years as a virtual assistant to international clients
– Experience providing remote tech support to business end-users
– Experience working remotely from home and managing work/life balance

OTHER SKILLS DESIRED
– Excellent written and verbal English communication skills
– Strong attention to detail, highly organized and high levels of accuracy in your work
– Open and collaborative personality with a desire to support and assist team member

WORKPLACE INFORMATION
Work Schedule
**Standard Hours
– Monday to Friday (8hrs in a 9hr period)
– Client support hours: 8:30am – 5.30pm AEST (Brisbane, Australia)
**Non Standard Hours
– Some weekend work (rare, a few hours helping with larger onboards & migrations)
– After hours work (rare, urgent issues only)

Office and Equipment Requirements
**Computer & Interfaces:
Minimum i5, 8GB, 256Gb SSD, Windows 10 64bit
Good quality camera and mic for team calls with internal team
**Internet:
stable and reliable minimum 15Mbps (fibre preferred)
stable and reliable electricity
**Office Environment:
Private workspace
Suitable for audio and video calls with team members