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Helpdesk Support Engineer

  • Newcastle NSW Location

  • IT Industry Leader

  • Permanent Position

Stay ahead of the pack by being at the forefront of technology, a local leader in innovation.

Your new company
Due to company growth this local MSP in Newcastle is looking for an experienced Helpdesk Support Engineer to join them on a permanent basis. You will be joining a high performance team with a reputation for delivering exceptional customer service.

Your new role
Reporting to the IT Manager, you will be responsible for providing quality first and second level technical support and services, escalating any issues taking longer than 15 minutes to complete or complex in nature to senior team members.

Your daily duties will include but will not be limited to:

  • Provide first level contact and convey resolutions to customer issues.

  • Track, route and redirect problems to correct resources.

  • Update customer data and produce activity reports.

  • Walk customers through problem solving process.

  • Follow up with customers, provide feedback and see problems through to resolution.

  • Utilise excellent customer service skills and exceed customers’ expectations.

  • Ensure proper recording, documentation and closure.

  • Recommend procedure modifications or improvements.

  • Preserve and grow your knowledge of help desk procedures, products and services.

What you'll need to succeed
As a support specialist you will use your Knowledge of MS operating environments and applications, networks and end user devices to efficiently support the customers of the business. You will possess exceptional communication skills including a professional telephone manner, reliable and consistent time management skills, eye for detail and have 12 months previous experience working in a level 1 IT support role.

The ideal candidate will have previously worked in a similar environment and be able to demonstrate strong client relationship skills. Tertiary qualifications in Information Technology or other relevant industry qualifications will be advantageous.

What you'll get in return
Apart from a competitive salary, you will be joining a passionate team who live by their values every day and contribute to their engaging and innovative culture. A culture that believes every team member should have the opportunity to better themselves professionally.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

Date Posted
Newcastle, NSW 2300
Job Type
Full Time, Permanent
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