Your Business Needs Reliable Technology Allowing You To Reach Your Desired Business Outcomes
Easy I.T. is here to help.
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Easy I.T. keeps your business information secured. We will NEVER sell or rent your personal information to anyone.
Easy I.T. is comprised of a dynamic group of professionals dedicated to bringing Fortune 500 I.T. solutions to small and mid-sized businesses in Melbourne. We understand the distinctive needs of this niche market and has based our business model around providing them with a superior quality IT solution that has been previously out of reach due to cost and personnel factors – a solution that is extremely versatile, scalable to company size, and can be customized to virtually any business sector.
For this position, we are looking for key candidates who possess a strong service/support orientation. The Network Support Engineer will be responsible for maintaining the design and integrity of customer’s internal infrastructures. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.
65% – IT Support (Client Resolution)
Responsible for providing IT support relating to technical issues involving Microsoft’s core business applications, as well as environments built on Citrix, Microsoft and Apple
Accountable for delivering support services for Microsoft technologies: Windows Server, Exchange, SQL, SharePoint, etc.
Troubleshoot and resolve general PC issues that clients may have
Work collaboratively with peers in order to help solve clients issues in a timely manner
Liable to ensure that once a ticket has been assigned to you – you must complete the ticket according to SLA standards
Perform technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Ability to work collaboratively with your team in order to effectively diagnose and repair PC matters
Implement and perform disaster recovery operations
Ensure that service issues that cannot be completed within agreed service are being escalated to a greater level
20% – Customer Communication
Responsible for answering all incoming client calls of non-ticketed problems
Communicate with clients to keep them informed of incident progress, notifying them of impending changes or agreed outages
Improve the overall customer experience for our clients
15% – Monitoring Ticket Boards/Documentation
Responsible for viewing and assigning tickets to the appropriate board
Enter all work as service tickets into ConnectWise
Responsible for ticket documentation to include both system reviews and recommendations
Maintain logs related to network functions as well as maintenance and repair records
Document internal processes and procedures related to duties and responsibilities
To perform this job successfully, an individual must be able to perform each of the requirements listed below:
Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Astaro appliances CSSA, Cisco CCNA, or VMware VCP
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Diagnosis skills of technical issues
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization’s key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment