Technical Support Specialist
2 days ago
Company Overview
TSA Group - Australia is a leading provider of IT services, specializing in helping companies acquire and retain their consumer customer bases. With eight call centers across Australia and internationally, we offer a unique blend of technical expertise and business acumen.
We're a purpose-driven business with a clear mission: to create experiences that people love by revolutionizing the way they connect and communicate with brands.
Job Description
The Technical Support Specialist will be part of a highly technical engineering team responsible for architecting and delivering solutions. This role will involve a unique blend of hands-on delivery, solution design, and architecture.
The successful candidate will ensure proper computer and software operation and assist end-users when problems occur, so that end-users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user requests.
Responsibilities
- Field and prioritize requests from end-users in a prompt and courteous manner. Work to resolve them.
- Escalate requests when required, to the appropriately skilled IT Level 1 or 2 resource.
- Desk request following the process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Perform post-resolution follow-up to ensure user satisfaction and proper problem resolution.
- Learn appropriate software and hardware utilized by TSA. This includes MS Office applications, MS Operating environments, Software packages, Business Systems, PC desktop and laptop hardware, Mobile devices, Digital and VoIP telephones, and Video conferencing systems.
- Assisting Systems or Database Administrators with IT requests as and when required.
- Assisting the Facilities Manager with coordinating the installation and maintenance of IT-related office facilities.
- Complete assigned tasks in accordance with the approved Project Plan.
- Solutions are implemented to production meeting the Zero Business Impact Principle.
- Services delivered are within the timeframes stated in the Service Catalogue.
- High availability and Reliability are always at the forefront of our mind.
- Ensure that Projects delivered are robust and meet production standards with zero business impact.
- Operational risk is managed, and we deliver to the agreed outcomes and timeframes.
- Act like it's your own business ensuring best value for dollars spent for TSA.
- Team work to the one TSA principles being outcome-focused and collaborative.
- Treat colleagues with respect as you would like to be treated.
- Take into consideration all the factors that might affect information security.
- Ensure that the security equipment must be installed at the precise network location.
- Always be prepared to design and implement security countermeasures when network vulnerabilities arise.
- Maintaining the regulatory systems about ISMS policy (Information System Management Systems).
- Recommend modifications in legal, technical, and regulatory areas that affect IT security.
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