It-support-technician
Heubert
Parramatta, NSW
06.2022 - Current
- Maintained quality assurance and customer satisfaction objectives.
- Executed diagnostics, troubleshooting and evaluations on Equipment.
- Organized work to meet demanding production goals.
- Completed job reports and logs immediately following service calls.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Provided technical support to Type clients.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Managed backup and recovery of valuable Type data assets to safeguard availability and comply with applicable regulations.
- Coordinated with telecommunications providers to discern and address third-party outages and related impacts.
- Updated and modified Software to maintain required performance metrics and safeguard against security flaws.
- Maintained and operated AV equipment for use during internal presentations and client-facing events.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Answered questions and provided information to customers about new software or hardware.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Delivered onsite technical support for Number employees.
- Collaborated with HR department to design standardized onboarding processes and training assets.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Defined and documented technical support best practices for Type technologies.
