IT Support Technician Level 2 and 3

Budget Computer Repair & Sales is an Australian-based IT Services business in Perth, Western Australia. Our computer support services include hardware and software repairs, system security solutions, wireless and wired networking services, virus and spyware prevention and removal, data backup and recovery solutions and just about any other type of computer, Mac, or laptop support our customers require at their homes or offices.

The Senior IT Technician deals with all Incidents and Service Requests; its the first point of contact for all enquiries to IT.

Due to our high growth, we have a fantastic opportunity for a Senior IT Technician passionate about excellent customer service to join our team. Working in a supportive team environment, you will provide remote support to all possible computer problems that can be resolved remotely. You will support desktop, server, telephony, and network queries and gain exposure to various technologies.

• Working hours are 7 am to 3:30 pm Mon to Friday and 8 am to 12:30 pm on Saturday.
• Public holidays will follow Western Australia Public holidays. NOT INDIAN PUBLIC HOLIDAYS.

If you are happy with the above two points, continue reading.

Requirements:

• Should have good in English speaking and writing skills
• 3 years experience in a similar position
• Knowledge of Microsoft Office 365 is a must
• Ability to provide telephone-based IT support using computer-based Incident Management Systems and remote support tools
• Demonstrated depth of technical understanding and knowledge of PC hardware, network architectures, peripherals, PC operating systems and a range of application software
• Demonstrated experience in supporting mobile platforms, including Android and iOS devices
• Demonstrated experience with mobile device management tools in a corporate environment
• Demonstrated experience in Windows applications.
• Effective oral, written communication and interpersonal skills
• Commitment and capacity to deliver quality client service and assistance
• Ability to work independently and as part of a team
• Experience in accurately identifying and classifying symptoms and possible causes of problems, ensuring appropriate assignment to specialist areas.

Some activities you will be involved with are:

• Respond to customer requests via telephone and email and ensure all incoming requests are recorded in a timely and accurate manner within the IT support database.
• Answer phones to book and schedule jobs for site visits and/or remote sessions.
• Prioritise and schedule your requests effectively
• Perform desktop and server administration, configurations, software installations, upgrades and maintenance.
• Take ownership of problems and escalate cases to appropriate technical personnel.
• Responsible for online marketing
• Plus more!

The successful candidate will demonstrate the following experience:

• Previous remote support experience via phone, email and remote login
• Relevant IT Qualifications
• Microsoft Qualifications will be looked upon favourably
• Call centre experience will be looked upon favourably
• Excellent knowledge of networks, security infrastructure and applications;
• Proficient in troubleshooting across the following; Cisco, LAN, WAN, Internet, and firewalls;
• Proven ability to produce detailed system designs for network implementations.
• Solid understanding of following:
• Microsoft Office 365 products
• Microsoft Exchange emails
• G Suite
• Routers, Firewalls & VPNs
• Printer and scanner setup
• Backup solutions (e.g., Acronis, ShadowProtect, Cloudberry, etc.)
• Advanced troubleshooting skills & analytical skills
• Good written and verbal communication in English

Key responsibilities

• Level 2 and Level 3 remote support
• Microsoft 365 administration, including Entra ID, Exchange, SharePoint, Intune and Defender
• Windows and macOS workstation and server environments
• User onboarding, offboarding, accounts and permissions
• Network troubleshooting across routers, firewalls, switches, Wi-Fi, VLANs, DNS and DHCP
• Managing customer devices and assets through RMM platform
• Endpoint security, cybersecurity monitoring and remediation
• Backup monitoring, troubleshooting and management
• Microsoft 365, workstation, network and hardware deployments
• Hosted VoIP phone system and handset support