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Expression of Interest: L1 Graduate Technical Support Analyst

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A thrilling, rare opportunity has emerged for an enthusiastic, up-and-coming L1 Graduate Technical Support Analyst to become part of a rapidly expanding company in the managed-services and professional services industry. This role is ideal for someone who flourishes in delivering and orchestrating support and management of clients.

What you'll do:

You will be at the core of the company's operations and join a new MSP in their growth phase. The role will involve L1 support and management of customer tickets via various channels such as phone, email and face-to-face. You will be responsible for resolving issues swiftly to minimise downtime.

This role will allow a junior Analyst to work in their first technical role and get exposed to a variety of technologies and make modifications, enhancements, and upgrades to existing processes. Training will be provided in the initial on boarding process but you will be expected to have an academic background in IT and ideally, customer service experience in a high pressure environment.

  • Serve as the first POC for ticket resolution for multi-client environments using Connect Wise
  • Perform troubleshooting tasks, problem diagnosis, resolution, or escalate further to specialist teams
  • Provide continual improvement recommendations
  • Maintain accurate records and ticket hygiene

What you bring:

The perfect candidate brings a plethora of customer service skills to the table. You have formal qualifications in IT or can demonstrate significant experience in a similar role through certifications and formal training's. With 1-2 year's experience in an call centre or customer service role under your belt, you are adept at providing top-notch customer service. You have a positive attitude and are always ready to advise and make a difference. Your ability to prioritise tasks effectively and manage expectations sets you apart, as does your high attention to detail. Excellent written and verbal communication skills round out your impressive skill set.

  • Formal qualification in Information Technology or demonstrable experience in a similar role
  • 1-2 year's experience in an customer service or administration role
  • Robust computer literacy and experience
  • Experience with Microsoft Office 365 products (bonus, not mandatory)
  • Positive attitude with a readiness to learn and make a difference
  • Ability to prioritise tasks effectively and manage expectations
  • High attention to detail
  • Excellent written and verbal communication skills
  • Australian Citizen

What sets this company apart:

The company is a real Aussie success story, having commenced their operations recently and already grown significantly. The company strives for simplicity in all our operations, fostering growth within the company. Every day, every practice, and every team member will feel inspired to come to work because they will work in a fun, social and ambitious team based culture where their learning and growth will be supported.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Sam Jamshed on 02 8289 3159 for a confidential discussion.

Contract Type: FULL_TIME

Specialism: Information Technology

Focus: IT Support & Systems Administration

Industry: IT

Salary: Attractive Salary Package

Workplace Type: Hybrid

Experience Level: Entry Level

Location: Sydney

Job Reference: 1974900/001

Date posted: 23 May 2024

Consultant: Sam Jamshed

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