Service Desk Technician / Cloud Technical Support Agent – [Australia Permanent Fulltime]

We are seeking experienced service desk/tech support agents with MSP experience working in an AAD or Hybrid AAD joins IT Environment. Must have a proven track record of effectively resolving technical issues and providing excellent customer service.

***Key Tasks Experience Requirements***
MUST HAVE EXPERIENCE:-
-User account creation and termination/Password resets
-Troubleshooting M365 Apps related issues
-MFA setup and troubleshoot
SHOULD HAVE EXPERIENCE:-
-New computer setups
-VOIP phone setup and PBX modifications
-Troubleshooting PC/Server related issues
-Troubleshoot email related issues
GOOD TO HAVE EXPERIENCE:-
-Server updates
-Website updates(WordPress)
-DNS edits/Domain transfers
-Server backup issues
-CSP License edits
-Connectwise or ServiceNow ticketing

The position is mostly non-voice other than for team communication with the computer technicians in Australia being the primary point of contact for the clients.

***The primary focus for this role are the Key Tasks – please do not apply if you do not have experience in most of the Key Tasks***
PROCESS:
1. Applications must be submitted with a detailed resume. Applications without a resume will not be progressed.
2. Questionaires will be sent to qualified candidates to measure experience and abilty on the Key Tasks.
3. Initial Interviews (10 mins) will be offered to the candidates that meet the experience requirements on the Key Tasks.
4. Level 1 Interviews (30 mins) will be offered to the candidates that meet the Initial Interview requirements.
5. Client Interviews will be offered to the shortlisted candidates.

You must have a minimum of 2 years full time IT service desk / helpdesk experience, excellent written and verbal English communication skills, strong ability to work effectively with teams members, especially in communicating clearly about issues and roadblocks; and a willingness to seek support, assistance and guidance from team members

The work schedule is 8 hours over a 9 hour period during Australian business hours (AEST) Monday to Friday. You must have a quiet private room workspace with at least internet connection speed 15mps, computer i5/8GB, good quality webcam and mic.