Position Summary

• Support the hardware and software infrastructure in the branch and home office environments in a way that ensures continued functionality
• Accurately identify and document trends for effective problem management
• Delivery of solutions provided by other areas of IS that require remote troubleshooting and instruction

Preferred Work Schedule

• Monday – Friday 09:00 – 18:00

Required Experience

• Call center experience strongly preferred
• General understanding of and the ability to troubleshoot the following technologies:
• Windows
• Mobile devices
• Remote Access (Windows/Mac)
• Workstation/Laptop hardware
• Printers
• Microsoft Office
• WebEx
• Video
• Phones
• Wireless networking
• Ability to think independently and make sound decisions with minimal direction, through the application of technical understanding
• Diagnose, analyze, and attempt to resolve complex scenarios relating to branch video and phone systems, access issues across multiple platforms, and data connectivity for branches, departments and remote users
• Complete user requests and routine troubleshooting scenarios, such as password resets, answering “how to” questions and providing general information on supported systems

Skills

You will need to show evidence of the following:
• The ability to think logically
• A good memory of how software and operating systems work
• Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
• The ability to work well in a team
• Problem solving skills
• A strong customer focus
• The ability to prioritise your workload
• Attention to detail