IT support engineer (SFIA level 4)
We are seeking a highly motivated and skilled IT Support Engineer to join our growing team in Canberra, ACT. As a key member of our support team, you will be responsible for providing first class technical assistance to our internal users and/or external clients. This role aligns with SFIA Level 4, demonstrating the application of established techniques and procedures, with some discretion in adapting and modifying these.
About the Role:
- Provide first-line technical support via phone, email, and in-person for hardware, software, and network issues.
- Diagnose and resolve technical problems, escalating complex issues to senior engineers as needed. Install, configure, and maintain computer hardware, software, and peripherals.
- Troubleshoot network connectivity issues, including LAN/WAN and VPN. Manage user accounts and access permissions.
- Document support interactions and solutions in our ticketing system.
- Contribute to the development and maintenance of knowledge base articles. Proactively monitor systems and identify potential issues.
- Participate in IT projects and implementations.
- Adhere to ITIL best practices and company policies.
- Demonstrate a commitment to continuous learning and professional development.
Required Skills and Experience:
- Proven experience in providing IT support.
- Strong understanding of Windows and/or macOS operating systems.
- Experience with troubleshooting hardware, software, and network issues. Familiarity with common applications such as Microsoft Office Suite.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and as part of a team.
- Strong problem-solving and analytical skills.
- Experience with ticketing systems.
- Ability to prioritise and manage multiple tasks effectively.
To Apply: Please submit your resume and cover letter.