IT Support Engineer
Xyfer pty ltd
Canberra, ACT
01.2024 - 04.2024
- Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
- Provided technical support to end-users on a variety of computer software and hardware issues.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Managed daily backup processes for all servers using enterprise-level backup and recovery software solutions.
- Provided technical support to users by troubleshooting hardware and software issues.
- Maintained inventory records of all hardware components within the organization's network.
- Resolved escalated customer service requests as needed in order to ensure successful resolution of customer complaints.
- Collaborated with vendors in order to acquire necessary hardware components or software licenses at discounted prices.
- Developed and maintained user accounts, permissions, and access rights.
- Created technical documentation for internal use by IT staff members.
- Supported customers with online billing, access and account issues.
- Served as first point of contact for incoming technical service calls and emails.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Updated customer information and account status in the database following each interaction.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Guided customers through step-by-step solutions in a clear and concise manner.
