End User Technician

2021 Kinetic IT • Perth, WA

2d • Onsite

About The Position

As an End User Support Technician, you’ll be part of a dynamic group delivering high-quality technical support directly to users, enabling seamless end user experience, enhance productivity across the business, to ensure our customers have the tools, technology, and assistance they need to perform at their best. This is an ongoing full-time position based fully onsite at our State Government customer account in Perth CBD.

Requirements

• Hold Australia Permanent Residency or Citizenship, open to gaining Government integrity checks.
• Hold a valid Australian driver’s license.
• Energetic, compassionate, and passionate about solving problems.
• Experience with IT support or End User services with hands-on or face to face experience in a fast-paced environment.
• Strong customer-focused approach to troubleshooting, ensuring positive outcomes every time.
• Excellent written and verbal communication skills, able to explain technical issues clearly.
• Calm and composed under pressure, able to manage challenging situations effectively.
• Values aligned with Kinetic IT’s mission and culture.

Nice To Haves

• Don’t meet every requirement? Don’t worry, we’d still love to hear from you!
• At Kinetic IT we value diversity and are actively seeking candidates with varied backgrounds.
• In selecting the right person for this role, we will consider your skills and experience as well as your personal qualities, attitude and potential for development

Responsibilities

• Provide in person support to end users in a walk-up kiosk service, including VIPs
• Troubleshoot Level 2 hardware, software and network problems, escalating complex issues as needed.
• Ensure high levels of customer service are maintained and information provided to end users is delivered accurately, professionally and in a timely manner.
• Provide enhanced support collaborating with the wider IT Service teams.
• Ensure the timely management of escalated tickets from Service Desk in line with contracted SLAs.
• Write, review and maintain knowledge articles.
• Deliver Level 2 support via various contact methods (Escalated requests/incidents, service portal tasks, tech bar, etc).

Benefits

• Formal training, mentoring, vendor exam support, communities of practice and regular development reviews.
• Access new roles via our internal ‘Opportunity Marketplace’ careers hub.
• Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting).
• Social events, cultural celebrations, end-of-year functions and more.
• Health and wellness resources, tailored leave and support options and EAP access.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed