Helpdesk Support Technician

Excellent opportunity to work for an established Ballarat IT Service Provider Join a company that values your input and gives you a voice Available for an immediate start Kaznetic is an established Managed Services Provider (MSP) providing ICT services to small-to-medium organisations throughout the region. We have forged a reputable name in the IT sector and due to ongoing growth, are seeking enthusiastic new staff members to join our team. Primarily this role is answering the phone calls and email enquiries from clients, resolving tickets, ensuring tickets are assigned and handled effectively, communication with clients and staff is on point and nothing slips between the cracks. You will spend most of your time in PSA tools and Microsoft Teams. In this role you will: Work with our high performing support desk team of Level 1, Level 2 and Level 3 professionals Manage and resolve customer incidents, problems and requests to the required service level targets in a hands-on customer facing technical role Ensuring that established Service Levels are maintained against pre-determined SLA’s Direct support requests to the appropriate escalation point for functional teams for technical resolution of all related incidents and/or tasks Liaise with customers to perform incident analysis and problem resolution management, to required service targets, defining and recommending solutions where no precedent solution is available. Demonstrate strong communication skills ensuring that verbal and written responses when dealing with customers and other team members are relevant, clear, complete and logical Key Skills and Experience High level of customer service Minimum of 12 months experience in an IT environment OR have recently graduated with an IT degree or similar qualification. Experience in the following technologies: Desktop support, remote user support, Microsoft 365, SharePoint, Microsoft Teams, onsite desktop and notebook installation. With exposure to Network Technologies, Routers, Microsoft Azure, Active Directory, Server Platforms Demonstrated trouble shooting skills. An understanding of VoIP, Teams voice technologies will be highly valued. Experience in using PSA tools As you will regularly travel to client premises, a Current Australian Drivers Licence is essential. Please apply online in the first instance.

Location: Bakery Hill, AU

Posted Date: 5/5/2025