IT Support Engineer

About this Role

We have an exciting opportunity for a client-focused technologist with excellent problem solving skills. We’re looking for someone who takes pride in not just meeting but also exceeding agreed time frames and service levels. You’re excited by the following activities in your day-to-day:

• Provide technical support, troubleshooting and management of systems and devices ensuring a high level of customer satisfaction at all times
• Log all incidents in our ticketing system and determine severity/priority level and escalate if necessary
• Build and grow relationships with the ICT Manager, the client and the wider RTG team
• Develop documentation, training materials and guides to support the use of technology
• Use initiative to anticipate potential issues, make suggestions and share ideas
• Ensure client systems are operating at optimum level with minimal or no downtime

Responsibilities

• Provide technical support, troubleshooting and management of systems and devices ensuring a high level of customer satisfaction at all times 
• Log all incidents in ticket system and determine severity/priority level and escalate if necessary
• Build and grow relationships with the ICT Manager, the client and the wider RTG team 
• Develop documentation, training materials and guides to support the use of technology
• Provide input into the preparation of a monthly customer report for the client
• Work closely with the ICT Manager to ensure the ICT environment supports the use of appropriate technologies
• Use initiative to anticipate potential issues, make suggestions and share ideas
• Ensure client systems are operating at optimum level with minimal or no downtime

About You

We like to hear from high performers with exceptional stakeholder management skills and the desire to exceed client expectations. You will bring with you:

• Strong experience in Level 1 and 2 customer focused technical support roles where documenting, monitoring, and resolving issues in a timely manner are important
• Demonstrated experience supporting a broad range of Windows and MAC technologies
• Excellent communication skills, strong customer focus and stakeholder management
• Understanding of cloud-based delivery platforms and services such as Microsoft Office 365 and G-Suite
• Problem solving skills and the ability to ensure technical problems are managed efficiently and effectively
• Excellent interpersonal, written and oral communication skills
• Ability to work autonomously, but also a strong team player mindset
• Current valid Australian driver's license and access to own car at all times.

Why Join Us? 

• You’ll join a bunch of incredibly smart people, who are passionate about exceeding customer expectations.  
• We recognise employee performance and appreciate our staff efforts through awards and career growth opportunities
• You will be at the forefront of technology as our clients are keen to embrace new technology to deliver better business outcomes.
• We’re big on integrity and place the utmost value on the relationships with our clients and our employees.

Please Note

Successful candidates will need to undergo National Criminal History and Working with Children Checks.