Job title: Technical Support Analyst

Job summary:

To provide expert guidance and consultative support to troubleshoot our customers’ technical issues. At all times provide our customers with the very best customer experience by resolving issues within a timely manner. Technical support contributes to the company’s overall customer service philosophy, meaning the role straddles the technical world of IT and the practical side of customer service.

Main Duties and Responsibilities:

Provide troubleshooting for issues from customers through our ticketing system or on the phone.
Assist clients to get back up and running after critical outages.
Ensure client requests are captured correctly and managed in a professional timely manner.
Triage and escalate complex support requests to higher level support.
Add to our online knowledge base for internal use.
Perform installations, upgrades and maintenance as required on our cloud hosted service.
Expected to work in UK time zone, starting in AU time zone.
Provide internal support to our own staff members.
The above list is not exhaustive, and the role may change to meet the overall objectives of the company.

Other duties

Fulfil other duties as required by management and other department personnel as requested/required.

Qualifications:

IT Certification or Degree (preferred)
2-4 years in a similar client-facing technical support role.
Hands on working in Windows Server environments, including Active Directory.
A good understanding of basic networking (including routers and firewalls), hardware, software, and operating systems.

Skills & competencies:

Customer service focused: committed to providing exceptional customer service across all channels – written, phone and face to face.
Communication: the ability to communicate clearly and concisely, varying communication style depending upon the audience. Explain complex problems in both technical and laymen’s terms.
Attention to detail: excellent attention to detail and written skills when communicating with others, both internally and externally.
Commerciality: ability to apply knowledge in a practical, commercial manner.
Teamwork: willingness to assist and support others as required and get on with team members.
Time management/organisation: accomplish objectives effectively within time frame given and carry out administrative duties within portfolio in an efficient and timely manner.
Others:

Microsoft Azure hosted environments (experience desirable)
Microsoft SQL Server (experience desirable)

Personal attributes:

Technical, logical thought process
Ability to problem solve
Professional approach
Ability to work under pressure
Ability to prioritise & stick to strict deadlines
Organisational and time management skills
Excellent attention to detail
Confident manner
Positive approach to change

12d Synergy Pty Ltd

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