IT Support Officer

About this Role

We have an exciting opportunity for a client-focused IT Support Officer to join our team. You will be supporting our client and providing technical support that meets and exceeds agreed time frames and service levels.

Duties & 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

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

Some Things to Note

• Successful candidates will need to undergo National Criminal and Working with Children Checks. 
• Applicants must be Australian or NZ citizens/permanent residents or hold full working rights to be considered.

About RTG

We are a long-established Australian ICT company, having built a good reputation through the delivery of quality solutions and service to our clients. We are a team that measure and deliver results to our customers. Our values include integrity, making a difference, collaboration and we are passionate in all that we do.

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.