Our Company: Cybernet Evolution is a Gold Coast based IT company specialising in managed services and security with over 28 years operation.
Our people are our strength, and we are looking for an experienced person to join our technical team in a full-time capacity. We are devoted to the industry, dedicated to our clients, and committed to our team.
Cybernet Evolution promotes a flexible, safe, and family friendly working environment. Cybernet Evolution will also reward you with ongoing training to increase your knowledge and certifications in this ever changing and evolving world of technology.
If this is the job for you, then we look forward to hearing from you.
The Position Overview The number one goal of everyone in our team is to make our Clients exceptionally happy. The Level 2 Helpdesk Technician plays an important role in making sure that happens. RESPONSIBILITIES & TASKS Customer serviceWork on and resolve Helpdesk TicketsDelight our Clients with a Friendly, Quick and Helpful ExperienceProvide the Client with advanced remote troubleshootingRemote Hardware Maintenance and SupportUse of our Ticketing SystemUse our Ticketing System to work on and resolve Helpdesk Tickets & Service RequestsManaging and recording all work though our Ticketing SystemMake sure that Client Documentation in well maintainedSplit tickets that have several issues into their own individual ticketMake sure that tickets aren't "stale" throughout the processUse of our Monitoring & Management ToolReview RMM dashboard and apply remediation actions as indicated by our ProcessesReview regularly scheduled/automated actions as indicated by our ProcessesProject WorkFrom time to time the projects team will need additional resource to help deliver projects either on site or remotely.Communication, Reporting & riskEscalate tickets that require Level 3 supportCommunicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issueSubmit Timesheets & Expense reports as indicated on their SOPsIdentify, Communicate and Mitigate potential risks to the Technical Director and ClientsTeam WorkFollow the schedule provided by the Technical DirectorFollow (SOPs) for daily / weekly recurring tasksFollow all our Security Procedures and Keeping a Vigilant Eye for Security IssuesIdentify opportunities for improvement and make constructive suggestions for changeContribute to the process of innovative change effectively skills and attributesDesiredA love of (and ability to) Solve Problems & ChallengesGreat Communications skills, founded in being a good listenerAdvanced understanding of support tools, techniques and how technology is used to provide servicesAdvanced understanding of operating systems, business applications, printing systems and network systemsAdvanced diagnosis skills of technical issues related of end-user hardware & software and network devicesAdvanced experience and knowledge of working with the Microsoft 365 PlatformMust be able to type quickly and accurately while talking on the phoneAdvanced knowledge of IT Applications, Software & HardwareA deep desire to deliver an amazing Client ExperienceDriver's licenseThe ability to speak both Geek and HumanThe ability to keep up with & adapt to the fast-paced IT worldNice to haveExperience using a Ticketing system / RMM Tool and PSA softwareExperience providing support via remote toolsExperience handling Technical Service TicketsProfessional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.Client Experience Certifications such as Helpdesk Habits etc.Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.Perks Incentives for reaching Team and Company GoalsAn easy-going environment and culture (we all enjoy what we do)A Proactive Approach to Ongoing Training to help you develop life-long skillsCareer Growth For someone looking to progress their role.