Support Operations Engineer
blueAPACHE, Australia
Job Description
Since 1998, blueAPACHE has been helping organisations through the provision of IT management, IT strategy and converged IT services to clients across Australia, New Zealand, Asia and North America. By delivering IT as a Service, blueAPACHE has revolutionised the way organisations access technology and communications with affordable solutions in cloud and managed services.
blueAPACHE has multiple openings for experienced Service Desk Analysts to join the team.
Our Service Centre provides end user support to approximately 200+ organisations and operates from 7am to 7pm Monday to Friday. The team supports a range of technologies including Networking, Voice, Microsoft Windows, Office 365, and Citrix. Our goal is to provide our clients with a great customer service experience, combined with technical expertise to solve their technology problems.
This is a phone-based role. The work is fast paced and varied.
Day to day your role will include the following...
- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Support problem identification
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to a higher level of support; and
- Provide essential online security advice and support
Requirements
Ideally, you will be coming from a role within a Service Centre or Support team which is fast paced, customer focussed and service driven. Whilst you may not come into the role with all the below mentioned experience, we are looking for those with the potential to do so in the future.
- Methodically interprets user problems and identifies solutions and possible side effects
- Uses experience to address user problems and interrogates database for potential solutions
- Records and tracks issues from outset to conclusion
- Responds to day by day operational needs, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements
- Responds to common requests for service by providing information to enable fulfilment
- Escalates complex or unresolved incidents, promptly allocates unresolved calls as appropriate;
- Maintains records, informs users about the process and advises relevant persons of actions taken.
Benefits
- All staff have access to unlimited online training through Udemy
- Career and development opportunities
- We have regular social events including family days
- Employee Referral program
Interested?
Please follow the prompts to APPLY NOW to submit your CV / Resume.
For more information please contact Fiona Bourne - Talent Acquisition Partner via email to or call 07 3173 4730
Please note all offers of employment are subject to police clearance checks.