Provide first and second line support to incoming requests from end users via phone/email/ticketing system or in person
Attend client sites and online meetings providing technical expertise and guidance supporting other team members as needed
Contribute to Denver Technology’s organisational training goals for vendor partnerships (Microsoft, Cisco etc)
Create detailed case notes for tickets
Mentor and guide level 1 support stuff, ensuring they adhere to ITSM processes and procedures
Evaluate trends and recurring issues to identify and remediate root causes
Maintaining end-user documentation and updating appropriate policies and procedures

Requirements

Desire to progress towards technical qualifications, such as COBIT, CCNA, or Cert III in Information Technology.
Pass in secondary education level English.
Understanding of Windows desktop operating systems and common user applications (e.g. Microsoft Office).
Understanding of TCP/IP networking at local area network (LAN) and Internet gateway level.
Demonstrated high level conceptual, analytical, and problem-solving skills, and the ability to develop creative and innovative solutions to difficult and complex problems;
Excellent verbal and written communication skills with attention to detail;
Experience working in a billable environment with time sheeting responsibilities
Ability to communicate effectively in multi-disciplinary team environments including hybrid teams involving Client and Denver Technology resources;
Australian citizen or permanent resident.

Benefits

Competitive Salaries: Employees can expect competitive and benchmarked salaries, ensuring fair compensation for their skills and contributions.
Training and Certification Budgets: We invests in the professional growth of our people by allocating budgets for training and certification, allowing them to enhance their skills and qualifications.
Employee Assistance Programme: An Employee Assistance Programme is in place to support the well-being and mental health of employees, providing access to resources and support when needed.
Active Social Club and Social Events: We fosters a vibrant social culture with an active social club that organises various social events, promoting team bonding and a positive work environment.
Regular Celebrations: We take pride in acknowledging and celebrating both our achievements and our people. We regularly come together for morning teas and lunches to commemorate birthdays, special milestones, exceptional work, and valuable customer feedback.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Windows desktop operating systemsMicrosoft OfficeTCP/IP networkingITSM processescase note documentationtechnical supportproblem-solvinganalytical skillscreative solutionstime sheeting

Soft Skills

verbal communicationwritten communicationattention to detailmentoringguidanceteam collaborationanalytical thinkingcreativityadaptabilityclient interaction

Certifications

COBITCCNACert III in Information Technology