We are looking for someone who has a solid Helpdesk background that is able to help customers that call through or email service requests through to diagnose and resolve their problems.
Issues are things like:
Email creation (exchange, o365, cpanel)
Joomla!/ Wordpress content changes
Help with perhipheral issues such as external cameras downloading images
Dropbox setup and usages.
Recovery of deleted files through shadow copy or incremental daily backups
Suggestions of hardware upgrades to slow infrastructure
General Pebcak issues
Creation of users and maintenance of user profiles
Support of all MS and mainstream applications
Support of some third party applications, most of the time it is just required to liaise with the vendors.
Any issues that arise across the networks that are to be managed.
Nearly every issue that a client has can be Googled and resolved remotely. We operate 95% remotely for all service requests, we use the best infrastructure to be able to connect in and resolve nearly everything without onsite visits.
We are a small boutique company that has less than 100 endpoints under management currently and looking to expand this to 550 over the next few months.
Previous experience is mandatory with a focus on being an active team member that is able to bring ideas to the table allowing for better automation and expansion. It will start as a part time role and then move into a full time role.
It is a requirement to be able to be available during the Australian work hours (Monday To Friday 8am to 6pm) and you will be paid for the time that the customer is billed. You need to be on call during these hours and need to be able to respond to the customer within 60 minutes of receiving the request. Quality detailed descriptions of the work done on the service requests is mandatory.
We use Kaseya, SI Portal and ConnectWise in house and this is what would be used for Remote Remediation, Documentation, ticketing and time tracking.
Experience with all three products is necessary, without it we would need you to upskill before you start the role.
As part of this job it would be a requirement to have a solid understanding of all Server 2008/Windows 7 and newer Operating Systems with a special focus on Exchange 2010-2016, O365 and Server 2012
If there is an issue on a client machine you would need to be able to liaise with the client and resolve the issue, fluent English is a must with fantastic complex reasoning skills to accurately determine the issues that clients face.
Documentation is a big part of the job with everything recorded in SI Portal
Good luck everyone!
Hours to be determined
More than 3 months3+ monthsProject LengthDuration
I am looking for a mix of experience and value