Who We Are
JEM is a leading IT Managed Services Provider with over 13 years of consistent growth, dedicated to delivering outstanding support and solutions to our clients. Our mission is to simplify technology and provide unparalleled service. With a focus on innovation and delivering an exceptional customer experience, we strive to be the trusted advisor for our client’s technology needs. Our fast-growing team now has over 60 staff across Australia and the Philippines and the genuinely great work culture, combined with our commitment to growth and development, makes us the perfect place for anyone looking to advance their career in the IT industry.
If you have a passion for technology, a commitment to delivering excellent service and you’re eager to be part of a dynamic and supportive team, we would love to hear from you!
The Role
The business seeks a proactive, dynamic team player to join the Services Group, providing leadership, quality support, and customer service both internally and externally. The role will include –
- Leading a team of technicians and administrative staff within the wider Services Group. This includes providing advice, mentorship, conducting quarterly and annual reviews, running regular team meetings, workforce planning, performance management, and everything in between
- Being a role model through the delivery of outstanding customer service and technical support. You will work with your team to troubleshoot up to, and including, level 2 tickets – continuing to develop your own technical skillset
- Executing strategies to motivate and empower your team members, focusing on their personal and professional improvement.
- Driving an enjoyable, high-performing, merit-based team culture
- Continually aiming to improve service levels, regularly achieving all service targets and KPIs
- Coordinating regular training for your team. Engaging with individuals to set strategic goals and provide resources to achieve relevant training goals
- Develop internal knowledgebase articles and process documentation
- Collaborating with HR for the recruitment and onboarding of new team members
What We Are Looking For?
- An IT background with the capability to troubleshoot level 2+ issues independently – bonus points for prior MSP experience
- Demonstrated ability in coaching and developing staff
- Demonstrated ability in incident and problem management
- Excellent written and verbal communication skills and ability to communicate with a diverse range of people in a warm, friendly, and helpful manner
- Results driven with proven skills in problem solving, innovation and critical thinking
- Effective and efficient time management and organisational skills with the ability to prioritise client’s needs and deadlines
- A team player who can work collaboratively and follow complex instructions and processes
- Strong emotional intelligence and relationship building skills with internal and external stakeholders
- A desire for professional growth and development
Benefits:
- Company-issued Microsoft Surface device and small welcome gift during onboarding
- JEM values flexibility and a balanced life, and so we offer the option of hybrid working arrangements
- We run a competitive training and certification program to ensure our employees are always growing and learning – we will not only pay for your exams, training resources, and subscriptions but also provide paid work time off to sit the exams
- A supportive management team that collaborates with all employees to establish training goals, providing mentoring, accountability and support towards achieving successful outcomes
- Birthday money! Usable through the online store in our HR platform for anything from technology to gift cards
- Onsite parking
- Salary sacrifice: technology and additional annual leave
- Purchase technology and electronics at cost price
- Opportunities for professional growth and development
- Friendly and supportive team environment
- Quarterly social events, LAN events and a generally awesome team culture
