Job description

This is a remote position.

Job Overview

We are currently seeking an AU Help Desk Technician who will be a key player in helping the IT support team. In this role, you will provide essential troubleshooting, support, and guidance to our users. This role offers an exciting opportunity to apply your technical expertise while contributing to the seamless operation of our IT systems and services. If you have a passion for problem-solving and excellent customer service skills, we would love to have you on board!

Job Description

As an AU Help Desk Technician, your primary responsibilities will include:

Handling Support Requests: Responding to and managing incoming support requests, ensuring they are resolved in a timely and efficient manner.
Troubleshooting Hardware & Software Issues: Diagnosing and resolving technical issues related to hardware, software, and peripheral devices.
Providing Remote Support: Offering remote assistance to users, troubleshooting technical problems and providing solutions.
Managing IT Documentation: Maintaining accurate and up-to-date documentation for all IT systems, procedures, and support tickets.
Installing & Configuring Software: Installing, configuring, and updating software applications and operating systems across various devices.
Monitoring IT Systems: Keeping an eye on the health of IT systems and identifying potential issues before they escalate.
Educating & Training Users: Providing training and guidance to end-users on best practices for utilizing IT resources and maintaining system security.
Coordinating with IT Teams: Collaborating with other IT teams to ensure smooth operations, address complex issues, and support cross-functional projects.

Requirements

More than 5 years of relevant experience in a Help Desk Technician role.
Experience working for an Australian Client/Business is required.
Microsoft 365 Administration: Hands-on experience managing and supporting Microsoft 365 environments.
Active Directory Management: Proficient in user account management, group policies, and access controls within Active Directory.
Fortigate Firewall Configuration: Experience in configuring and managing Fortigate firewalls to ensure network security.
Endpoint Security (SentinelOne): Familiarity with endpoint security tools, specifically SentinelOne, to protect devices from security threats.
Windows Server Administration: Knowledge of administering and maintaining Windows Server environments.
Networking Fundamentals: Understanding of networking protocols, TCP/IP, DNS, DHCP, and VPN technologies.
Troubleshooting & Problem-Solving: Strong troubleshooting skills for hardware, software, and network issues.
Remote Support Tools & Techniques: Experience with remote desktop tools and providing support in a virtual environment.
Customer Communication & Documentation: Excellent written and verbal communication skills, with a focus on clear and concise documentation.
Cybersecurity Awareness & Best Practices: Knowledge of current cybersecurity threats and best practices to ensure a secure IT environment.
Windows 10 / 11 Desktop Administration: Hands-on experience with administering and troubleshooting Windows 10/11 desktop environments.
MFC Administration: Familiarity with managing MFC environments and related systems.
Experience in working with other IT systems and networks.
IT certifications (CompTIA, Microsoft, etc.) are a plus.

Benefits

Permanent Work-from-home setup
Company-provided equipment
Secondary WiFi Modem
21 Leave Credits
100% conversion of UNUSED leave credits
HMO on Day 1
13th Month Pay
Grab Voucher every month
Birthday Gift
Loyalty Gift
Christmas Gift
Work-Life Balance
Active employee engagements physically such as Christmas Party & Team Building, and virtual events such as town-hall with prizes.