ABOUT OUR BUSINESS Our client is a rapidly growing IT support and cloud hosting business based in Perth Australia and support professional services firms, predominantly in the Legal, Finance and NFP industries.
To support their growth they are continuously looking for switched-on, dedicated and customer focused engineers to join their ever growing team.
With two of the three Directors being of South African heritage they are expanding to the South African market to utilise the technical and customer service skillsets that are so evident in the market while providing engineers an opportunity to earn their seat in the Australian office. JOB ACCOUNTABILITIES
Operational support of customer infrastructure. This would entail incident resolution, change management and upgrades / improvements.
Act as a point of contact for phone calls and emails from customers regarding IT issues
Managing calls from external stakeholders and driving efficient and accurate closure of technical issues
The ability to be the escalation point for our systems engineers on complex support cases
Liaise with 3rd party vendors and supplier to expedite solutions around customer issues using your knowledge of the clients infrastructure and environment.
Take ownership of user problems and follow up on the status of issues on behalf of the user to ensure that service level agreements are met
Identify inefficient processes and suggesting improvements for greater efficiency
Awareness of customer incident trends & developments
Involvement in Pre-Sales activities
Ensure that skills and product knowledge are always across the latest developments in our field
SKILLS AND ABILITY :
Strong IT knowledge and experience
Committed to customer service and customer satisfaction
Have the ability to work and perform under pressure in time critical scenarios
Have good interpersonal and communication skills
Advanced proficiency in English
Friendly and positive attitude - a real can do approach
Attention to detail
ESSENTIAL EXPERIENCE :
A tertiary qualification in an IT discipline and or at least 5 years' experience in a Mid / Senior Support Role
Demonstrated detailed knowledge of server software including Microsoft Windows Server 2008 R2 / Server 2012 / R2 / SBS 2011 / Essentials.
ESX, Hyper V. Exchange, and SQL.
Demonstrated detailed knowledge of networking and firewalls (UTM / VPN), as well as Enterprise Storage and Servers. (Blades / SANS / Clustering etc)
Experience using ticketing Systems (i.e. ConnectWise)
Strong communication skills and be well presented.