South Australia - IT Support Helpdesk and On-site Support

at  Trucell

Company Description
Trucell started 15 years ago providing IT services to healthcare providers. Based in Parramatta we have clients across NSW, QLD, VIC, and Western Australia.
Trucell is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.
Aboriginal and Torres Strait Islander people are encouraged to apply.
By submitting your resume and other personal information with this application you are consenting to this information being collected in line with our privacy policy.
Job Description

Trucell is seeking an individual with an outstanding attitude and strong IT skills to join our team as a Field and Support Desk Technician in South Australia. In this role, you will:

• Support Clive, our Business Development Manager based in South Australia, with local sales projects and local support.
• Attend to jobs locally, ensuring high-quality service delivery to our clients.
• Collaborate with our 15-strong technical team, providing and receiving support for various tasks and requests.
• Initially work from home, transitioning to an office environment as we establish a physical presence in South Australia.

Qualifications

EXPERIENCE AND EDUCATION:

• MUST HAVE 1 year of IT experience.
• Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred but not mandatory.
• Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are highly desirable.

TECHNICAL SKILLS:

• Strong proficiency in configuring, installing, monitoring, supporting, and managing ICT environments.
• Experience with network configuration and troubleshooting.
• Familiarity with cloud services (e.g., AWS, Azure) and virtualisation technologies.
• Proficiency with Windows and Linux operating systems.
• Provide Tier 1/2 technical support.
• Ability to triage and escalate incidents according to policies and procedures.

OPERATIONAL ABILITIES:

• Follow defined service quality standards, occupational health and safety policies and procedures to ensure high-quality, safe services and workplaces.
• Provide operational support (on-site and remote) to client sites as required.
• Provide training in the desktop environment and applications to end users where required.
• Develop and maintain ICT documentation, including knowledgebase articles and work instructions.
• Prioritise tasks, meet deadlines, and manage workflows to ensure tasks are completed in a client-focused manner within defined service levels.
• Conduct thorough investigation and diagnosis of incidents, providing timely remedial action to ensure agreed service levels are maintained.
• Update, maintain, and work within procedures for the maintenance of one or more technical domains.

SOFT SKILLS:

• Provide excellent customer service with effective organisational and communication skills.
• Ability to negotiate, advise, and work collaboratively with others to reach decisions.
• Strong analytical and problem-solving skills.
• Ability to work independently and in a team environment.
• Excellent time management and organisational skills.
• Strong written and verbal communication skills.
• Strong attention to detail and a commitment to delivering high-quality work.
• Ability to learn new technologies quickly and adapt to changing environments.

ADDITIONAL REQUIREMENTS:

• Meet enterprise service levels by applying ITSM processes.
• Experience with help desk and remote support tools.
  Additional Information

• Support Clive, our Business Development Manager based in South Australia, with local sales projects and local support.
• Attend to jobs locally, ensuring high-quality service delivery to our clients.
• Collaborate with our 15-strong technical team, providing and receiving support for various tasks and requests.
• Initially work from home, transitioning to an office environment as we establish a physical presence in South Australia