Are you looking for a technical role that will give you the opportunity to take your skills to next level and be recognized for the work that you put it? Join us and be a part of our culture that values your career growth and awesome working experience!

About the role:

We are looking for a driven and reliable IT professional to work with our partner who is a growing IT Services company in Australia. You will play a key role in ensuring that their clients continuously have incredible support in terms of IT administration, hardware management and remote assistance.

Working hours: 

• Weekends 5:00am to 2:00 pm gmt+7
• Weekdays 2:00pm to 6:00pm gmt +7

Your responsibilities:

Technical Support:

• Provide timely technical support to end-users through various channels such as phone, email, and the ticketing system.
• Assist users with hardware and software problems, network connectivity issues, and system configurations.
• Diagnose and resolve Level 1 incidents and service requests within established SLAs, ensuring high-quality customer service.

Issue Resolution:

• Troubleshoot hardware and software problems, escalating complex issues to senior support tiers when necessary.
• Maintain accurate records of user interactions, issues, and resolutions.
• Update knowledge base articles and create user-friendly documentation for common issues and procedures.

User Training:

• Educate end-users on basic software applications, system functionality, and best practices to enhance their technical skills and reduce recurring issues.

Remote Assistance:

• Provide remote support to off-site employees, guiding them through troubleshooting steps and resolving issues remotely.
  

Hardware Management:

• Assist with the deployment, setup, and configuration of desktops, laptops, printers, and peripherals.
• Coordinate hardware purchases and replacements in collaboration with procurement.

Software Support:

• Install, upgrade, and troubleshoot software applications.
• Assist users with password resets, account setups, and access management.

Collaboration:

• Collaborate with other IT team members to identify recurring issues and propose solutions for process improvements.
• Maintain effective communication with end-users and escalate unresolved issues to higher support levels as needed.

Monitoring (Passive):

• Monitor systems and alerts, including ConnectWise Automate, Human Alerts, Digital Plays Dashboard Alerts (active only out of hours), and Security Intruder Alerts (Unauthorized Access).

Support After Hours:

• Address critical outages, network downtime, and perform remote restarts when required.

Get this opportunity if you have:

• General understanding of business policies and procedures.
• Strong commitment to teamwork, professionalism, and adherence to the Code of Conduct.
• Excellent communication skills (both verbal and written).
• Proficiency in computer systems and willingness to adapt to new technologies.
• Ability to remain calm under pressure and provide outstanding customer service.
• Respect for confidentiality and a client-centric approach to work.
• Proactive approach to learning and professional development.

Here are your benefits from joining our team:

• Monthly one-on-one coaching with our People Managers
• Develop your career by upskilling with interesting work & cutting-edge technologies
• Work with cool and friendly clients from Australia, Canada and the UK
• Fun, supportive and global working environment
• Flexible hybrid working model
• Be a part of our frequent social impact activities to give back to the community

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About Sharesource

Why work for us?

Our clients come from all walks of life and so do we. We hire hundreds of skillful individuals from a wide variety of backgrounds, genders, ages, and personalities to live out our diverse culture and make a positive impact on the world!

Our 5 Values:

• Make a social impact: We balance between our work for client teams and for the society by constantly making good impacts.
• Be proactive: We encourage brave thinking, continuous improvement, and drive change through action.
• Create value: We create measurable values for our stakeholders: our teams, partners, suppliers, investors, and communities.
• Be fair, open and honest: We foster equality and inclusivity in a supportive environment that embraces diversity and celebrates achievements.
• Add fun, passion and love: We prioritise fun and passion, fostering higher engagement and a positive can-do attitude.

What makes us different?

Our culture code. You will be a part of our vibrant company culture and experience a workplace where your contributions are valued, your growth is encouraged, and your opinion is respected:

• Challenged, autonomous, momentum
• Learning, growth mindset
• Lead by our values
• Heard, cared for, make good friends

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What happens after you submit your application?

The whole process takes around 4 weeks:

• There will be 3-4 interviews and a possible assessment from our client partner. You will undergo an initial interview, a culture interview, and 1-2 interviews with our cool client. This will run for about 1-2 weeks but we will let you know if we need to ramp it up. Be yourself and have fun.
• We will constantly communicate with you as to the development of your application. You can also directly communicate with us to ask us about the status of your application.
• If all goes well, we complete the reference check and provide other necessary requirements so we can offer you the job right away.