Technical Support II

at  Concentrix

LOCATION

South Townsville, Australia
Job Title:
Technical Support II
Job Description
Concentrix in Townsville, is looking for a Desktop Support specialist. End User Support team provides assistance and desk-side support to the local Concentrix site with their information technology and telephony infrastructure. The role involves the setup, configuration and support of local site infrastructure including machine software and hardware, telephony (VoIP), printers and networks. It also includes a remote support requirement for other locations across Australia and New Zealand.

EDUCATION REQUIREMENTS:

• Tertiary qualification in Information Technology or similar

MANDATORY KNOWLEDGE AND SKILLS:

• Demonstrated ability in supporting hardware & software for Windows PC and Apple Mac products.
• Ability to coordinate with 3rd parties as required to organise resolution.
• Knowledge of WAN / LAN networking infrastructure.
• Knowledge of VoIP technology.
• Knowledge of server infrastructure.
• Ability to diagnose and resolve hardware and software problems.
• Demonstrated ability to conduct Q&A to isolate problems for:
• Apple OS X Sonoma and above
• Microsoft Windows 10 and 11
• Microsoft O365
• Microsoft Office suite
• OS X / Windows based applications
• Network and network printers
• Ability to work autonomously and with limited supervision.
• Ability to create and maintain central knowledge base articles.

PREFERRED KNOWLEDGE AND SKILLS:

• Knowledge of Windows Active Directory Domain.
• Knowledge of Apple Open Directory / Linux Operating Systems
• Knowledge of Cisco Networking Systems
• Knowledge of Uninterruptable Power Supply (UPS).

MANDATORY EXPERIENCE:

• Minimum 3 years’ experience in IT industry / last 2 years+ working for an IT company
  We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, nationality, gender, sexual orientation, age, or disability status.

Desktop

• Install and configure machine hardware and software (as required for end to end support).
• Resolve desktop and account issues that cannot be fixed via remote or over the phone support.
• Track and maintain desktop assets including inventory to support PC replacement requirements.
• Coordinate hardware repairs.
• Support Desktop patching, security and vulnerability processes.

Network

• Support basic troubleshooting and administration of network connectivity.
• Assist IT department to troubleshoot and administer local WAN / LAN infrastructure.
• Locally coordinate fault troubleshooting activities.
• Perform basic cable patching and tracing, with appropriate documentation.
• Perform basic remediation tasks that cannot be performed by IT remotely.
• Basic hardware remediation activities, such as ‘swap’ out of faulty devices.
• Network patching, security and vulnerability processes.

Telephony

• Support local VoIP infrastructure by:
• Diagnosing voice problems as either infrastructure, network or handset related.
• Performing basic handset troubleshooting and maintain inventory to swap out faulty devices.
• Coordinating telephone hardware repairs.

Server

• Support local server infrastructure by:
• Performing basic troubleshooting to support and administer domain controller and other local server systems.
• Supporting server patching, security and vulnerability processes.

Printer

• Act as point of contact for support of local office printers
• Assist with basic issues that cannot be resolved by staff members including paper jams, minor faults etc.
• Coordinate with printing vendor for resolution of issues.

Other IT equipment

• Support wallboard screens and controlling systems.
• Support video conference and smart board systems.
• Assist in troubleshooting Uninterrupted Power Supply (UPS) issues.
• Coordinate hardware repairs of other IT equipment with relevant vendors.