Essential IT

Summary

Essential IT Group is a growing Managed Services Provider, delivering full IT services and technology solutions to businesses throughout the Sydney region. Essential IT Group is seeking a Level 1/2 Help Desk Technician for a full time role, based in our Caringbah office in the Sutherland Shire. About the Role The number one goal of everyone in our team is to make our clients exceptionally happy. The Level 1/2 Help Desk technician plays an important role in making sure that happens. The level 1/2 Help Desk Technician handles support requests for the Service Delivery Team as well as assisting in the delivery of projects.

Overview

Customer service

• Work on and resolve Help Desk tickets
• Delight our clients with a friendly, quick and helpful experience
• Provide the client with advanced remote troubleshooting
• Remote hardware maintenance and support

Use of our Ticketing System

• Use our ticketing system, ConnectWise Manage, to track and resolve Help Desk tickets & service requests
• Managing and recording all work though our ticketing system
• Make sure that client documentation in well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

Use of our Monitoring & Management Tool

• Review RMM dashboard, ConnectWise Automate, and apply remediation actions as indicated by our processes
• Review regularly scheduled/automated actions as indicated by our processes

Project Work

• When opportunities arise, you may be required to assist with project delivery

Communication, Reporting & risk

• Escalate tickets that require Service Delivery Manager support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit timesheets & expense reports as indicated on their SOPs
• Identify, communicate and mitigate potential risks to the Service Delivery Manager and clients

Team work

• Mentor the “Junior” Service Team Members
• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our security policies and procedures.
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Delivery Manager or Senior Consultant

 Skills and Attributes

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Strong understanding of support tools, techniques and how technology is used to provide services
• A thorough understanding of operating systems, business applications, printing systems and network systems
• Working knowledge of IT Applications, Software & Hardware
• Comprehensive diagnosis skills of technical issues related of end-user hardware & software and network devices
• A demonstrated experience and knowledge of working with the Microsoft 365 Platform
• Ability to apply a security-first approach in all aspects of your work
• Must be able to type quickly and accurately while talking on the phone
• Great Communications skills, founded in being a good listener
• Driver’s license 
• The ability to keep up with & adapt to the fast-paced IT world

Nice to have

• Experience using a Ticketing system / PSA software and RMM Tool 
• Experience providing support via remote tools
• Experience handling technical service tickets
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Experience working either on a Help Desk or for a Managed Service Provider (MSP) / IT Support Business.