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L2 Support Role in Perth

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    L2 Support Role in Perth

    Hey Guys,

    Throwing this out to the WA crew - looking for an experienced Desktop/L2 support guy with an NV1 or NV2 Clearance to work on a Government client.

    Email me at nathan dot wong at unisys dot com if interested.


    KEY RESPONSIBILITIES:

    · Provide technical (1st and 2nd level) IT support to internal employees via telephone, email, walk-ins and remotely

    · Good troubleshooting and problem solving experience

    · Handle, triage and troubleshoot faults and service requests, perform First in fix and engage the right resolver groups

    · Ability to communicate clearly and concisely both verbally and in writing to customers and internal stakeholders

    · Communicate courteously and effectively with non-IT and IT specialists alike to ensure customer and service level standards are met successfully

    · Ensure all technical processes and security protocols are correctly followed

    · Manage and monitor team responses for jobs assigned to queues

    · Manage, assist and provide advice to staff for resolving and/or providing workarounds to incidents as directed

    · Demonstrate commitment to improve knowledge base and service quality improvements on regular basis



    SKILLS AND EXPERIENCE:

    · Proven experience in a Service Desk environment performing first in fix, triaging and also resolving level 2 and 3 technical issues (where possible)

    · Experience with desktop support, hardware, network and software installation and troubleshooting

    · O365 experience is essential for this opportunity due to the nature of the environment

    · Working in a large enterprise environment supporting customers over the phone and supporting the team with various desktop tickets

    · Excellent customer service is key

    · Good troubleshooting and problem solving experience

    · A proactive nature, an enthusiastic attitude and a genuine desire to help people;

    · IT Service Desk or other IT Clients Support role

    · Supporting a corporate Windows environment

    · Ability to work in a complex environment with clients and colleagues located across multiple sites



    Desktop troubleshooting and request fulfilment:



    · Windows 10, Windows 7

    · Office 365 & Standalone Support

    · Printing

    · Software installation and troubleshooting

    · Network troubleshooting

    · Remote troubleshooting (where required)

    · Software and Hardware diagnostic skills and building/upgrading PC's


    Qualification and certification
    • NV1 or NV2 Clearance
    • 3-5 years of experience in L2 desktop support roles.
    • Experience in Service Desk role
    • Familiarity with ITIL framework
    • Degree and/or IT Certifications (Microsoft, CompTIA, ITIL etc.) are highly desirable
    • Exposure to Linux and virtualisation environment is recommended
    Nathan

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