Educational requirements: Bachelor
English requirements: Competent English
Requirements for skilled employment experience for years: 3-5 years
Required residence status: Temporary visa, Permanent resident, Citizen
Accept remote work: unacceptable
About the role: The primary purpose of this role is to support the Service Delivery Frontline team to deliver high quality support services to Jasco's Managed Services clients, through exceptional communication skills and service excellence. Further to this, you will: • Be responsible for the 1st/2nd level Frontline support of Jasco Managed Service's clients through call handling and ticket creation, support triage, real time monitoring, proactively managing Response SLA's efficiently whilst working towards resolution • Provide incident management, root cause analysis, problem management and undertake regular maintenance activities across a varied range of technologies working closely with customers and vendors including Telstra, Microsoft, Dell, HP, Cisco, Citrix, VMWare and EMC • Escalate tickets and client issues appropriately and efficiently to senior technical consultants, vendors and management as required • It will be advantageous to have technical knowledge of Microsoft and/or Telstra products About you: • A strong customer advocacy focus • a minimum of 2 years' experience in a similar customer facing IT support role • proven experience supporting Microsoft server and desktop operating systems • proven ability to perform standard Active Directory / Mail user-based support tasks • proven ability to expertly support common corporate applications (MS Office, Outlook, etc.) • experience supporting the Office365 platform • a good knowledge of IP networking concepts • exposure to common Microsoft server applications such as Exchange, SharePoint, Lync/Skype for Business, SCCM & SCOM. • previous experience within a Managed Service Provider environment will be highly regarded • technology vendor and ITSM (ITIL) certifications will be highly regarded You must be highly motivated and can work unsupervised as part of a growing team.
