Vocus
IT Support Officer
Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice, and energy services to Australian consumers and small businesses alike. We call it brilliant made simple.
Customer service and support
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
·
Why Vocus
As a leading specialist fibre and network solutions provider, Vocus connects people, businesses, governments, and communities across Australia, and to the world.
With a world-class team of experts, we challenge convention and do things differently to make brilliant solutions simple.
We own and operate a 25,000km fibre network that is purpose-built and managed for business and government, so we understand how vital high performance and secure network solutions are for any organisation today.
Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services to Australian consumers and small businesses alike.
Above all, we know how important it is to make things simple and reliable, and to give you more control in ways that matter most.
We call it brilliant made simple.
About the role
The Opportunity We are currently hiring for an IT Support Officer to join our Melbourne office on a 6 Max-Term opportunity. This role is great customer facing role and will be responsible for providing friendly and efficient first and second level support to all Vocus employees and users of IT systems in the Melbourne office.
What you’ll be doing day-to-day
- Providing telephone and face to face technical support to users regarding Vocus IT Support issues.
- Resolving client problems, queries and complaints in an effective and timely manner.
- Following agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems.
- Maintaining accurate log entries of fault with resolution and contact details.
- Ensuring all hardware/software installations and routine upgrades are implemented according to Service Level Agreements.
- Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided.
- Working on most assigned tasks without referral back to Corporate IT Manager.
- Providing an effective interface between users, and technical teams supplying all necessary diagnostic information according to procedures.
- Ensuring technical queries not progressing are escalated to relevant teams according to established procedures.
- Participating in ongoing team training.
- Coordinating and updating the IT Support Wiki & Knowledge Base.
- Collaborate and work effectively with other teams
- Other Corporate IT tasks as directed
What you’ll bring to this role
- You will have up to 2 - 3 years of proven IT Support experience highly regarded, however recent Graduates with relevant IT qualifications. Tertiary qualification in IT, Computer Science, or a related discipline will be considered.
- Ability to interact in a professional manner and build relationships with a broad range of people.
- Strong customer service focus.
- Sound technical knowledge of Desktop hardware and software.
- Sound analytical and problem-solving skills.
- Good time management and communication skills.
- Ability to manage multiple problems at once and prioritise issues.
- Strong knowledge of the organisation's Standard Operating Environment (SOE).
- Ability to work as a member of a team.
- Ability to work without supervision.
- Excellent troubleshooting/problem solving skills.
- Excellent written and oral communication skills coupled with a customer service orientation.
- Australian citizenship desirable
What you'll be responsible for
- 💬
Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
- 💬
Customer Query Handling
Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams
- 🚦
Technical Incident Resolution
Analyze and resolve technical and functional product issues for internal and external customers
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- 🛎
Service orientation
Actively seeks and develops strategies to help key stakeholders
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
