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About the role
We're looking for an End User Support to join our growing Information Technology team at EastLink. This role provides level 2 and 3 technical support across all departments, ensuring smooth operation of Information Communication and Technology Systems.
Key responsibilities
Provide Level 2 and 3 technical support and act as the escalation point for the Managed Service Provider, working with vendors and internal stakeholders to resolve desktop, cloud, telephony, and security-related issues while ensuring the effective delivery of end-user technology services
Serve as the escalation point for complex workplace technology issues managed by the Managed Service Provider (Level 2 and 3)
Produce system reports, analyse data, and provide authorised information to internal stakeholders and third-party vendors
Develop and maintain knowledge articles, technical documentation, and support procedures while identifying opportunities to improve processes, reduce recurring incidents, enhance service delivery, and promote self-service
Support system enhancements by gathering business requirements, participating in testing activities, and managing defects
Assist with the implementation of new technologies, system improvements, and the development of operational procedures
Take ownership of assigned incidents, ensuring timely resolution of technical issues while proactively identifying, escalating, and mitigating risks relating to IT systems, applications, and service delivery
Maintain accurate documentation and support compliance requirements to minimise operational and KPI risks
Participate in change, incident, and problem management processes to minimise business disruption and ensure service continuity
About you
Qualifications
Bachelor's degree in information technology, computer science, software engineering or related discipline (desirable), or equivalent industry experience
Microsoft certifications and Cisco Webex certifications, demonstrating proficiency in desktop support and telephony technologies
ITIL - Foundation Certification, Knowledge or practical experience
Experience
Minimum 3-5 years' experience in an End User Support, Desktop Support, Information Communication Technology Support, or similar IT support role
Experience supporting Windows desktops, laptops, and end-user devices
Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN
Experience supporting Microsoft 365, Intune, and MS Teams environment and other business applications
Knowledge of desktop hardware, peripherals, diagnostics, and device replacement
Experience providing remote technical support to onsite and remote users
Understanding of cyber security principles, including firewalls, antivirus, and secure access
For details about this position, including how to apply, please read the following:
