Help Desk & IT Support (Information & Communication Technology)
Full time
You may not have heard of Bapcor, but you will know our brands. We're Asia Pacific's leading provider of vehicle parts, accessories, equipment, service and solutions and through our businesses like Burson, Autobarn, Midas, Truckline and Baxters are inside cars, on four-wheel drives and all over trucks.
We span the end-to-end aftermarket supply chain with nearly 1,000 stores across Australia, New Zealand and Asia. Our 5,500 team members are serious about safety, inclusion, diversity and building your specialist knowledge and capability to help us be there for what matters most for our teams and our customers.
About the Role
The Level 2 Support Analyst will be part of the Bapcor IT Customer Service team, working within and supporting the Perth Distribution Centre.
The role will provide expert IT support for any escalated incidents and requests within the scope of IT Services that Bapcor IT provide, logging and resolving requests and providing excellent customer service.
This position also requires availability for on-site support for Perth & surrounding Western Australian stores.
Key responsibilities include:
Actioning any escalated IT Support tickets that the 1st Level team are unable to resolve and answering IT phone calls that come in via the IT Support phone lines.
Providing 2nd Level Troubleshooting of hardware and software issues to resolution within required timeframes (including engaging assistance from 3rd parties, if required).
Visiting stores in Perth and surrounding area to provide on-site support when required (Travel allowance provided).
Coaching / Cross-skilling 1st Level team on systems.
Hardware support for Desktops, Laptops, Thin Client, POS, Smart Phones, Tablets.
Providing technical IT support for the organisation in a professional, courteous and timely manner.
Logging all support calls, emails, walk-ups and requests accurately in the designated helpdesk system.
Identify and escalate Major incidents / System outages to Team Leader and / or Incident Manager in a timely manner.
The role operates between the working hours 7 am-3 pm (Primary) or 10 am-6 pm shifts (flexibility to work all shifts required).
The successful candidates should have the availability to work on-call for after-hours and weekend support (additional pay for on-call hours will be provided).
About You
Excellent interpersonal and communication skills.
2-3 years' experience working in a customer-focused helpdesk or second level Windows environment tech support role.
Experienced assembling, diagnosing and fixing desktop PCs (including installation of OS and software) and POS hardware.
Experience with use of Remote Control / Access software (TeamViewer, RDP, etc.).
Understanding of networking (DNS, DHCP, TCP / IP, networking equipment including configuration).
Strong understanding of printers and peripheral devices.
Excellent knowledge of Active Directory and Exchange.
Sound knowledge of MS Office Suite installation, configuration and support.
Understanding of ITIL methodologies an advantage.
Bapcor embraces diversity, equity, and inclusion as integral components of our organisational culture. We recognise that diverse perspectives and experiences contribute to innovation and better decision-making, and we strive to provide a recruitment experience that's fair, inclusive, and accessible.
We encourage applications from people of all ages, cultures, abilities, backgrounds, sexual orientation and gender identities.
No Recruitment Agencies Please!
While we understand that recruitment agencies would love to offer their support, we kindly request all agencies to refrain from contacting us regarding this job posting.
All applications should be submitted directly by candidates.
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