Love of Learning and New Things in the IT Field

**OVERVIEW**
We are our clients Technology Success Partners, and the number one goal of every single team member is to ensure our clients succeed. Our Support Staff are a vital part of the team that makes that happen.
Depending on your skills and ability, you'll either be a Senior Support Engineer, or simply part of our support staff. But we'll help train you and guide you to a senior position inside 12 months if you've got the drive.
The role of our Support staff is to facilitate a smooth and efficient customer experience. Through managing Support Tickets, Answering Phones, Invoicing Customers, and working with us to improve our customers service and our business efficiency.
Once you've made it to Senior, you'll work with the Junior Support staff to solve problems and further their knowledge and understanding, and to ensure our customers get fast, accurate information and resolutions to their IT problems.
We are not just about fixing problems as they arise, we are their Technology Success Partners. So we expect you to be a skilled, funny and forward thinking tech geek, who can spot problems before they arise, and help us build trust and partner with our clients towards their success.
**ABOUT YOU**
- You are a Skilled and Forward Thinking tech geek (Experience not necessary but highly desired)
- You love technology and helping people
- You’re an avid learner, constantly looking to further your knowledge and education
- You’re always looking for faster, better, more efficient ways of doing things
- You’re happy to take on problems you’ve never solved, and work it out with some logic and Googling along the way.
- You can speak both ‘geek’ and ‘human’ (i.e. be able to articulate and communicate using “Plain English”)
- You know that working hard is important, but working smart is more important (You’re always finding smarter ways to get more done in less time)
**RESPONSIBILITIES & TASKS**
- Monitoring and resolving helpdesk tickets
- Working through backlog of maintenance tickets
- Performing remote resolutions, fixes, patches for customers
- Review tickets and send Invoices for work completed
- Communicate and coordinate on-site visits with clients and on-site technicians
- Track your time on all day to day tasks
- Identify, communicate and mitigate potential risks to the relevant manager and to clients
- Document new client setups and new hardware for existing clients
- Document new processes, or update existing ones
- Working within the team to ensure everybody learns and grows
**SKILLS & ATTRIBUTES - Must Have**
These are skills you MUST have or are able to have within 1 week of being hired.
- Must be able to work without the need for constant supervision or management
- Must have a love of (and ability to) solve problems & challenges
- Must have great communications skills, both listening AND communicating
- Must be able to speak ‘geek’ and ‘human’ (be able to articulate and communicate using “Plain English”)
- Must have a stable internet connection with minimum 50/10 speeds all through the day.
- Must have a computer with minimum 2 x 24” monitors or equivalent
- Must have a clear and organised standalone workstation set up (your own office, with desk, chair and computer, with no background noise)
- Must have a quality webcam, microphone and headset with appropriate noise canceling
- Not have any other professional or personal commitments during the expected work day - i.e. You can’t have two jobs - (work hours are 8:30am to 5:30pm AEST
- Be willing and able to work with us as your exclusive employer (You can’t have a second job - Volunteering outside of work hours is acceptable and encouraged!)
- Must have experience in Windows & MacOS computers
**SKILLS & ATTRIBUTES - Nice to Have**
These skills are not essential, we can teach them, but if you have at least some of them, then we know you are the right person, and you’ll be able to learn the rest quite fast.
- Experience using a ticketing system / RMM Tool and PSA software
- Experience providing support via remote tools (Teamviewer, ScreenConnect, AnyDesk)
- Experience in a helpdesk environment (answering phone calls and support tickets)
- Experience handling and resolving technical service tickets
- Experience with Microsoft365 or Google Workspace (both preferred)
- Experience working either on a helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
**WHAT YOUR DAY MIGHT LOOK LIKE**
To view what your day might look like, See our fill job description here:
**DOES THIS SOUND LIKE YOU?**
If so, then here’s what we need from you.
1. Submit your application at there will be some short questions to answer
2. We’ll review your application and approve
3. If you’re approved, we’ll organise a 10 minute video interview
4. We’ll review your application and shortlist successful applicants
5. If you’re shortlisted, you’ll be invited to a paid trial shift and skills test, where we introduce you to the business, get to know you a little better, and run through a bunch of example scenarios with you to see how you respond
6. We’ll review your trial shift and skills test
7. If you’re right for the job - then you’re ready to join the team! We’ll get you set up with all you need, including a direct mentor, and get you working away.
8. If you have any questions along the way, our team will be here to answer those questions
**BONUS POINTS**
If you’re bored, waiting for us to respond and/or just want a challenge, see if you can work out how to balance all the areas of the McDonalds Game: .
Our founder is up to year/level 2193, can you beat it?