Educational requirements: Bachelor
English requirements: Competent English
Requirements for skilled employment experience for years: 3-5 years
Required residence status: Temporary visa
Accept remote work: Accept during COVID-19 restrictions only
You can be part of this exciting team who is looking at the forefront of technologies and services and creating new ways of providing solutions.
What are we looking for:
People who are passionate about IT
Engineers who understand the importance of total ownership
Team players who regard customer experience above everything else
Key Responsibilities
Service Desk Operation
Provide Service Desk Level 1 engineering services to CrossPoint clients
Ensure quality actioning of service requests and workflow management e.g. ticket - creation/triage/classification/prioritation/assignment/actioning/resolution/closure
Complete duties as per scheduled coverage, including unassigned queue, service desk mailbox, daily alerts, backups.
Action Service Desk Daily Checklist items
Respond in a proactive manner to event management alerts
Work with the Service Delivery Team Lead (SDTL) to determine when to escalate unresolved incidents to Level 2/3 engineers.
Build effective working relationships with CrossPoint clients to strengthen their faith in the quality of engineering services delivered by CrossPoint.
Service Delivery / Customer Service
Provide optimal customer service value to CrossPoint clients in the effective and efficient delivery of CrossPoint IT managed services solutions, in accordance with their respective CrossPoint client service agreement, balanced against commercial consideration, as guided by Account Managers and the Service Operations Manager.
Ensure that you communicate clearly and effectively with the client and other CrossPoint team members, so that everyone has the same expectations regarding delivery of CrossPoint managed services and solutions to each client.
Ensure that support escalations occur in a timely manner.
Work towards providing proactive fixes instead of workarounds or reactive support.
Work towards standardising support to ensure currency between clients.
The successful candidate will have:
Demonstration of competent technical skills in key areas required.
Takes ownership for delivery of required outcomes
Client focused and has a commitment to quality service and delivery
Strong customer service delivery skills and a good understanding of client care
Ability to liaise effectively with client representatives at all levels.
Has a flexible, hands-on approach to work with the desire to achieve and ability to work in fast paced environment.
Personable, Team Focused. Contributes to the greater good of the team.
Ability to work independently, or as part of a team to ensure required outcomes are achieved.
Strong interpersonal and relation building skills
Polite, friendly and diplomatic manner
Ability to prioritise and successfully manage multiple tasks to meet deadlines in a busy environment
Analytical and systematic problem solving skills
Attention to detail and the ability to multi task
Excellent organisational and planning skills
Excellent communication skills, both oral and written.
Excellent documentation skills.
Ability to analyse client business requirements and translate them into information technology services and solutions requirements
Ability to tune best practice approaches to accommodate CrossPoint client specific factors and still achieve quality delivery outcomes.
Ability to absorb and apply technical knowledge and information
Ability to cope well in a high pressured environment, while remaining calm and adopting a considered, structured approach to dealings with issues.
Ability to consistently adhere to formal processes, but being adaptable to deliver outcomes where no processes exist or are incomplete
Ability to apply ITIL principles to the delivery of CrossPoint IT managed services and solutions.
Advanced Microsoft Office skills (Word, Excel, PowerPoint, Project, Visio)
Technical Skills:
Ability to manage and support Microsoft Server environments including Active Directory and Microsoft Exchange
Experience with Remote Desktop, setting up users in a Windows environment
Experience with both MS Office & O365
Strong troubleshooting skills across user and application support.
Good knowledge and experience of Microsoft network technologies including DNS, DHCP, Group Policies, etc.
Ability to support and maintain backup, virus protection, internet and remote access solutions.
Other Experience well regarded but not required
Industry certifications including MCSA with progress towards MCSE is highly desirable.
Any experience with Citrix / Terminal Services, Virtual Server Platforms, Mac OS X or Firewalls is highly desirable.
Microsoft Applications - SharePoint, SQL, CRM.
Mac OS X and other Apple technologies.
Lotus Notes / Citrix / VDI.
System hardware builds/racking and cabling
