Roles and Responsibility:
- Provide remote 2nd and 3rd level technology support to users and computers across Australia.
- Work collaboratively with other IT teams (e.g. Technology Services, Applications Development and Support, Business Analysis, PMO and Service Desk) to provide quality support services for current and future business systems and IT infrastructures.
- Microsoft knowledge - Server Log in/Schedules/ Errors.
- Solid understanding of the financial markets/sector and financial applications.
- Application support and database support.
- Solid understand of dev - ops applications and the ability to source and manipulate code.
- Strong knowledge and experience of the ITIL process
Skills Required:
- Logging all contacts (feedback, incidents, requests for service & request for information) received via telephone, email, internet and fax.
- Managing and updating knowledge documents.
- Providing 2 - 3rd level support to users particularly the senior management.
- Work closely with the development team to resolve any escalated issues. Act as first point of contact for the devops team before issues are escalated.
- 3-5 years Desktop/application/dev support experience
- High level of proven customer service skill
- Knowledge and experience working within a Service Desk environment
- Strong PC hardware and software support, configuration and troubleshooting skills.
- Sound technical knowledge of Microsoft Windows desktop environment (competencies in Windows 7 and Office 2010)
- Sound analytical problem solving skills.
- Ability to manage multiple problems at once and able to prioritise activities.
- Strong customer service skills focusing on excellence.
- Strong focus on achieving and delivering KPI's, SLT's and project delivery targets
- Self-motivated and committed to achieving results
- Good time management and organisational skills
- Responsible, punctual, friendly and reliable
- Positive attitude towards problems and difficulties
- Excellent listening and communication skills (both written & oral).
- Ability to work unsupervised and within a team environment.
Desirable:
- Experience in supporting a corporate and senior management user base.
- Some basic knowledge and experience working within an ITIL framework.
- Some basic technical knowledge of Microsoft Windows server environment.
- Strong web development i.e Javascript, java and debugging background.
- Experience in working and supporting a large user base.
Please submit your CV in WORD format.
