Job Title: ICT Support Engineer
Ivega Group Pty Ltd is a leading Australian-based software company that develops and designs IT solutions for clients. In a remarkably short duration, the company has gained a global customer footprint, encompassing the USA, Canada, Europe, Australia, and India.
About the Role:
* Provide first-line support for hardware, software, and network issues.
* Troubleshoot and resolve technical problems promptly to minimize downtime.
* System Maintenance:
* Perform regular updates, backups, and system maintenance.
* Ensure antivirus and security patches are up-to-date.
Key Responsibilities:
Technical Support:
* Monitor and maintain local area networks (LAN), wide area networks (WAN), and Wi-Fi connectivity.
* Assist in configuring and managing routers, switches, and firewalls.
User Support:
* Respond to user inquiries, resolve issues, and provide training on IT tools and systems.
* Set up user accounts, permissions, and profiles for new employees.
Documentation and Reporting:
* Maintain records of support requests, system updates, and resolved issues.
* Create and update technical documentation and user manuals.
Equipment Management:
* Install and configure IT hardware such as computers, printers, and peripherals.
* Maintain inventory of IT equipment and ensure timely procurement of replacements.
Escalation and Coordination:
* Escalate unresolved issues to higher-level support teams or vendors.
* Coordinate with third-party vendors for hardware repairs or software support.
Required Skills and Qualifications:
Technical Expertise:
* Strong knowledge of Windows/Linux operating systems, Microsoft Office Suite, and common business applications.
* Familiarity with network troubleshooting tools and IT infrastructure.
* Experience with Active Directory, DNS, DHCP, and VPN configuration.
Problem-Solving and Analytical Skills:
* Ability to diagnose and resolve technical issues efficiently.
* Strong attention to detail and logical thinking.
Customer Service Skills:
* Excellent interpersonal and communication skills to interact with non-technical users.
* Patience and a customer-focused approach to handling support requests.
Teamwork and Independence:
* Ability to work independently and as part of a team.
* Proactive attitude and willingness to learn new technologies.