Canaan Communication & Technologies Hiring! Full Time Tier 1 Technical Support Assistant in Federal Territory - Ricebowl

Job brief

We are an Australian-based Managed IT Service Provider looking for a Tier 1 Technical Support Assistant to remotely provide enterprise-level IT assistance.

Technical Support Assistant’s responsibilities would be to monitor, troubleshoot, and internally escalate technical issues on cloud, hardware and infrastructure services and to perform troubleshooting activities. In addition to monitoring, service desk functionality is required to assist our customers using remote desktop connections and to provide immediate support to install applications and programs, resolve network issues, and configure operating systems.

You will use email and chat applications to give internal colleagues and external clients quick answers to simple IT issues. For more complex problems that require nuanced instructions, you will contact customers via phone and/or provide clear written instructions.

If you’re naturally a helper, enjoy assisting people with computer issues and can explain technical details simply, we’d like to meet you. 

Requirements and Skills  

• A degree in Information Technology, Computer Science, or relevant field
• Additional certification in Microsoft, Networking or similar technologies is a plus
• Flexibility to work remotely on a 24x7 roster with not less than 40 hours a week
• Proven work experience of minimum of one year as an IT Help Desk Support or similar role
• Hands-on experience with Windows/Mac OSX environments
• Good understanding of computer systems, mobile devices, network devices, and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk ticketing software (e.g. Datto Autotask)
• Experienced with monitoring IT infrastructure through remote tools (e.g. Datto RMM)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal (English) is a must
• Illustrates a willingness to learn and the capacity to multitask.
• Have a keen eye for detail and the ability to follow through.
• In a fast-paced professional environment, the capacity to be flexible, multitask and arrange goals while keeping a high degree of focus and precision is required.