IT Support Officer

About this Role

We have an exciting opportunity for an IT Support professional who understands the balance between quality and customer satisfaction. You always put the customer at the forefront of what you do and take pride in not just meeting but also exceeding agreed time frames and service levels.  

You’re focussed on ensuring client systems are operating at optimum level with minimal or no downtime. You thrive in a structured environment where you would be creating and updating knowledge bases and training users. This is a role where no two days are the same so you'll get to test your problem solving skills. You'll be working with a broad range of technology. You'll have excess to mentoring and be constantly learning. 

• Providing technical support, troubleshooting and management of systems and devices never losing sight of customer satisfaction.  
• Logging all incidents in our ticketing system and determining the severity/priority level, escalating to other teams if necessary. 
• Building and nurturing relationships with the ICT Manager, the client and the wider RTG team. 
• Developing documentation, training materials and guides to support the use of technology. 
• Anticipating potential issues, sharing your ideas to counter them.  
• Providing training to users and helping them with how they can utilise digital technology to help them work better.  
• Work on exciting new projects and be part of the planning and implementation of new technology and systems.

  You share the desire to exceed client expectations and will bring with you:

• Strong experience in Level 1 and 2 customer focused technical support roles (preferably face to face) in a fast paced environment 
• Demonstrated experience supporting a broad range of Windows and MAC technologies 
• Understanding of cloud-based delivery platforms and services such as Microsoft Office 365 and Google Suite/ Workspace 
• Problem solving skills and the ability to ensure technical problems are resolved and the user is informed every step of the way.  
• Excellent interpersonal, written and oral communication skills 
• With a strong team player mindset, you can work on your own and in a team.    

Why Join Us? 

• We appreciate our staff efforts through awards and recognition. 
• You’ll join small team who know how to have fun yet focus when needed. 
• Work life balance - projects completed during term breaks.
• You’ll have an awesome support network to help solve problems and sound out ideas and solutions.  
• Continual improvement and growth are part of what we do and focus on so you will have access to regular training on the latest tech. 
• 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.