Join this Large and fast growing NDIS provider as an IT Support Engineer Friendly atmosphere, lots of collaboration and a wide variety of technology. The IT Support Engineer plays a critical role in ensuring employees and clients have a seamless and efficient IT experience. You'll be responsible for diagnosing and resolving technical issues, providing exceptional customer service, and escalating complex problems when necessary. This position requires a combination of technical expertise, effective communication skills, and a commitment to client satisfaction. The role - · Serve as the initial point of contact for employees seeking IT assistance via phone, email, or in-person · Operate on a rotating weekly schedule, starting at 8 am. · Provide Level 1 / 2 technical support, including password resets, account setup, and software installation · Handle more complex technical issues related to hardware, software, and network systems · Collaborate with Level 3 support or specialised teams to resolve issues that require advanced expertise · Create clear, concise, and comprehensive written documentation and user manuals to support the IT team with common issues and their solutions · Maintaining internal documentation, including procedures, processes and asset registers · Maintain accurate and detailed records of user interactions, issues, and resolutions in the helpdesk ticketing system · Communicate technical solutions in a clear and user-friendly manner, ensuring clients understand and are satisfied with the resolution. Projects · Participate in Infrastructure-related project implementation. · Support project implementation or infrastructure/software upgrades · Assist and manage vendors in infrastructure and security projects You - · Strong communication and customer service skills · Excellent time management skills · Windows OS support and troubleshooting experience · MS Active Directory, MS Azure and Microsoft 365 management · Knowledge and experience of consumer devices including iOS and Android operating systems · Minimum 3 years’ experience in a similar role · Bachelor's degree in Computer Science, Information Technology, or related field · Industry certifications (e.g., Microsoft Certified IT Professional) a plus Checks ( Must pass a National Police Check). · Engage with customers in remote operational locations, requiring strong written and verbal communication. · Collaborate with team members and other departments to resolve issues efficiently Problem Solving · Diagnose and resolve technical issues related to hardware, software, and network systems. · Understand the business goals and needs and align technical solutions Customer Focus · Prioritize customer satisfaction and service quality. · Proactively follow up with clients to ensure issues are fully resolved. · Strong organisational and time management skills to efficiently manage workload and prioritise tasks · Recognize and respect cultural differences in communication and problem-solving approaches Don't miss out on the best support role in Sydney - "Quick Apply"