Onsite Support Engineer - P/T - 3 days a week (BH-19819)
Location: Perth, Australia
Sector: IT
* 3 days/week - perfect for part timers and/or students
* Perth offices
* Immediate Start
About the company:
Green Light is one of Australia's most successful and fastest-growing IT services businesses. We offer a wide range of IT services in Security, infrastructure, and Systems Integration to a diverse customer base throughout Australia, New Zealand, SE Asia, and Europe.
About the engagement:
Green Light is on the lookout for an Onsite Support Engineer to provide services with our Perth consulting team. We require people who have excellent communication skills and a passion for helping people with their IT-related queries.
The role requires an Onsite Support Engineer every Tuesday, Wednesday, and half day on Thursday for an initial three (3) months with likely extension.
Responsibilities:
* Provide End Users with a high level of Customer Service throughout all communications such as initial contact.
* Incident/Service Request detection and recording via adherence to the Service Desk Script and Call Logging procedure.
* Provide 1st / 2nd level support for the investigation and resolution of all reported and registered Incidents and Service Requests.
* All possible attempts should be made to resolve all resolvable Incidents and Service Requests within a ten-minute window using personal technical knowledge, knowledge base articles, procedures, and scripted questions.
* Escalation of reported and registered Incidents/Service Requests to 2nd level Resolver Groups where appropriate.
* Escalation and management of Incidents referred to 3rd party service providers.
* Provide continual end user contact as per the Incident Management Procedure and Service Request Management Procedure, to manage the end user’s expectations and requirements through to Incident/Service Request resolution.
* Ensure achievement of Customer Contractual Service Level Targets for all Incidents and Service Requests.
* Incident/Service Request closure upon the resolution of an Incident or Service Request via the defined process.
* The Service Desk Analyst will also carry out other duties as may be specified from time to time by the Team Leader.
Requirements:
* Bachelor's degree in computer science, information systems, or similar.
* At least two years' experience in an IT performance analysis and end-user support role.
* In-depth and current knowledge of computer programs and hardware.
* Experience with troubleshooting Windows 10 installations on Desktop and Laptop devices.
* First point of contact onsite for any IT-related issues i.e. desktop and peripherals, Windows 10, AD, network devices, printers, I.P telephone issues or faults, software, and Microsoft Office Suite, especially Office 365, Android, and iOS devices.
* Proficiency in customer relationship management (CRM) and task management software.
* Exceptional analytical and problem-solving skills.
* Advanced collaboration, communication, and interpersonal skills.
* Excellent organizational and time management skills.
How to Apply:
Click APPLY or contact John – Resource Manager for a confidential discussion with Green Light Worldwide.
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