IT SUPPORT SPECIALIST

Technical Support

• Provide first-level technical support for desktops, laptops, servers, printers, operating systems, and business applications.

• Diagnose and resolve hardware, software, networking, and user-access issues.

• Configure and support Windows workstations and peripheral devices.

• Assist with Microsoft 365 administration, user account management, and licensing support.

• Support client backup systems and disaster recovery solutions.

• Monitor and respond to alerts generated by remote monitoring and management (RMM) platforms.

• Provide remote, telephone, and onsite support where applicable.

• Escalate complex technical issues to senior engineers when required.

Network & Infrastructure Support

• Assist with LAN/WAN connectivity troubleshooting.

• Support routers, firewalls, wireless networks, and internet connectivity issues.

• Perform basic administration of Active Directory, DNS, DHCP, and Group Policy environments.

• Assist with virtualization environments such as Microsoft Hyper-V.

Customer Service & Ticket Management

• Maintain accurate documentation and update support tickets promptly.

• Communicate effectively with clients regarding incidents, service requests, maintenance windows, and outages.

• Ensure timely resolution and follow-up of customer requests.

• Record time entries and service activities within the ticketing system.

• Deliver a high level of customer satisfaction through professional communication and technical expertise.

Team Collaboration

• Work closely with senior engineers and technical teams.

• Participate in ongoing training and professional development activities.

• Contribute to process improvements and operational efficiency initiatives.

• Minimum 2-3 years of IT Technical Support experience.

• Experience supporting Windows 10 and Windows 11 environments.

• Strong troubleshooting and problem-solving abilities.

• Experience with desktop, laptop, printer, and peripheral support.

• Understanding of networking fundamentals including TCP/IP, LAN, WAN, DNS, and DHCP.

• Experience using ticketing and service management systems.

• Excellent verbal and written communication skills.

• Strong customer service orientation and stakeholder management skills.

• Ability to multitask and prioritize effectively in a fast-paced environment.

• Self-motivated with the ability to work independently in a remote setting.Previous Level 1 Help Desk or Managed Service Provider (MSP) experience.

• Knowledge of Windows Server administration.

• Experience with Active Directory, Group Policy, DNS, and DHCP.

• Microsoft 365 Administration and Licensing Management.

• Basic Microsoft Exchange Server administration.

• Experience with Microsoft Hyper-V or other virtualization platforms.

• Exposure to cybersecurity tools and best practices.

• Experience with Datto Backup, Huntress, SaaS Alerts, and SaaS Backup solutions.

• Knowledge of backup and disaster recovery technologies.

• Familiarity with Remote Monitoring & Management (RMM) tools.

• Understanding of cloud platforms and hybrid IT environments.

Experience working in Australian market