Company Description Trucell started 15 years ago providing IT services to healthcare providers. Based in Parramatta we have clients across NSW, QLD, VIC, and Western Australia. Trucell is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview. Aboriginal and Torres Strait Islander people are encouraged to apply. By submitting your resume and other personal information with this application you are consenting to this information being collected in line with our privacy policy. Job Description About the role Location - Remote work from home Reporting to the Service Delivery Manager, we are looking for IT savvy, troubleshooting, customer service professionals to join our dynamic, fast growing and pro-active company. Here you will provide remote support for a wide range of devices & services as well as provide Helpdesk IT Support. As an integral part of the team, you will provide the utmost customer service and technical expertise to ensure customer excellence. Whilst bringing your tech savvy skills to the role you will have the opportunity to troubleshoot a wide range of devices and application. Working from home Monday to Friday, and 4 hours on a Saturday on a rotational basis. What you will be doing: • Provide high-quality remote technical support effectively diagnosing and resolving customer issues in a timely and efficient manner • Troubleshoot, diagnose, and resolve complex issues across a wide range systems, devices and applications. • Configuring WAN, LAN, VPN connections as well as router and network configuration. • Utilise a variety of resources to effectively diagnose & resolve complex technical issue. • Setup of new equipment such as laptops, printers, network switches and VoIP telephone handsets and 3CX Cloud based phone systems. • Participate in the planning, execution and delivery of key projects and initiatives when required. • Ensure a high level of customer satisfaction and first call resolution • Familiar with Service Desk tools and processes such as creating, updating and managing a service tickets queue. • Take ownership for all support requests, from start to finish, ensuring requests are dealt with efficiently and effectively, supporting both local and remote staff either in person, via email or remotely. • Perform troubleshooting and investigations for issues and requests, escalating to the Service Delivery Manager. Qualifications Skills & Experience: • 5 years experience in a similar role. • Attention to detail. • Very good communication skills. • Bachelor’s or Masters Degree in Information Technology or the equivalent experience working in the IT and Communications industry. • Demonstrated experience in a similar remote support role such as level 2 or 3 helpdesk; IT technical & customer service role. • Minimum 5 years work experience in IT Helpdesk and On-site Support or similar role. • Demonstrated strong technical support troubleshooting, analytical and problem-solving skills with Computers, Networks and Applications. • Excellent people skills with the ability to build rapport with all stakeholders. • Solid knowledge of the MS Office suite – office 365, Outlook, Excel, Word along with accurate data entry skills. • Experienced in switch and router configuration with regards to WAN, LAN and VPN connections. • Knowledge of operating systems – Windows, Client and Server applications. • Experience with 3CX and VoIP technology - Preferred • Possess, maintain, and seek new technical/professional expertise • Knowledge and understanding of ITIL Framework and Agile would be beneficial but not essential. Additional Information About you • You pride yourself and gain great satisfaction in providing amazing customer service, and care about the support you give to staff. • You have excellent communication skills, and stakeholder management. • You possess the ability to troubleshoot and investigate the root cause of an issue and take the necessary steps to minimise/remove the impact of it occurring again. • You have the desire to bring innovation to the solution process, thinking creatively and critically to ensure the best possible outcomes. • You take your commitments seriously and don’t let others down. You always follow through on your responsibilities. • You are resilient and a self-starter. You are motivated to get things done. • You are knowledgeable, while still being curious to learn and adapt quickly. • You love working in a small, collaborative team that enjoys having fun and supporting each other. Right to work in Australia. You must be an Australian Citizen or have a Visa that allows unrestricted work in Australia. Criminal History Check. You will be required to provide a current clean Criminal History check or current clean police check with no disclosable outcomes competed within the last 6 months. Please note this is at your own cost. Work location. This role is suited to a self managed, self starter who can work from home. You MUST have a quiet office environment free of distraction. A fast NBN internet connection of at least 50/20. A computer with dual screens. How to apply. Please provide an up-to-date resume along with a cover letter detailing your ability to meet our Skills & Experience requirements. You MUST provide a cover letter to be considered for this role. Before we can consider you for this role and progress to the interview stage, can you please answer the following questions. Please include a cover letter detailing you answers to the following questions. (Note: any application that does not have a cover letter will be rejected). • Rights to work in Australia. Are you and Australian Citizen? If not what type Visa are you currently holding and what are the rights to work details. • Do you have a current open drivers licence with no restrictions? • Are you willing and able to obtain an Australian Criminal History Check or Police? • How many years experience have you had working with Small to medium Business customer? • Give an example of a customer's IT Support request you have resolved and explain in detail the process you used to do this? • What ticketing systems have you had experience using? • Speedtest - please visit speedtest.net and perform a speed test and include the test reult URL in your cover letter. • Do you have any experience with VoIP telephone systems and if so what brands? • Are you able to work after hours and on weekends if required? • Why do you think you would be a good fit for this role? • Why are you leaving your current role? • Referees. please provide 2 referees that you have worked for in the past that we can contact. • Is one of these referees your current line manager? If not please tell us why. Due to the high volume of applicants only shortlisted candidates will be contacted.