Helpdesk and Technical Lead Suva Fiji Full-time Job

The Role: Helpdesk and Technical Lead – Suva Fiji

 

As the Helpdesk and Technical Lead, you will be the first point of contact for our clients, handling level 1/2 helpdesk tasks. While in-depth troubleshooting or onsite work isn't expected, you will play a crucial role in ensuring smooth operations and client satisfaction. We expect the applicant to be largely autonomous, capable of operating and executing duties independently as required.

 

Key Responsibilities:

 

·         Serve as the primary contact via phone, email, and ticketing system.

·         Troubleshoot a variety of common issues, including but not limited to, Password resets and account lockouts, Connectivity problems related to Wi-Fi, VPN, Assisting with software installations. Addressing email-related concerns, including Office365 application or licensing issues, diagnosing hardware issues with peripherals, resolving operating system and application errors, assisting with access to shared drives, folders, or specific websites, addressing security concerns like potential viruses or phishing attempts and Helping users with computer performance issues.

·         Escalate unresolved issues to the appropriate team.

·         Register new clients in Ring Central.

·         Create Standard Operating Procedures (SOPs) for recurring tasks.

·         Populate our knowledge base with relevant technical troubleshooting articles, ensuring they are clear, concise, and easily understandable for both team members and clients.

·         Monitor workstation health dashboards; promptly address and troubleshoot any reported errors or anomalies.

·         Engage in technical training sessions to stay updated with the latest industry standards, tools, and best practices.

·         Collaborate with the team to share insights, feedback, and continuously improve our helpdesk processes.

·         Regularly review and update existing knowledge base articles to ensure they remain accurate and up to date.

·         Address and resolve common printing issues, including connectivity, driver, or hardware problems.

 

Essential Skills & Experience

·         2-3 Years experience in similar role

·         Bachelor’s degree in information technology or any related field.

·         Ability to maintain a professional demeanor at all times.

·         Flexibility to work 9am -5am AEST time.

·         Strong problem-solving and analytical skills

·         Excellent verbal and written communication skills

·         Ability to work independently and as part of a team.

·         Proficiency in Microsoft Office Suite and experience with remote support tools (Microsoft Teams, Outlook, Edge, Ring Central)

Remuneration & Benefits

Competitive Salary Package

Transportation

Ongoing career development and training

Fun working environment

Technical training relevant to the industry.

Opportunity for a long-term professional relationship.

 

Application Process

Send us an updated CV and Cover Letter to jobs@greymouse.com.au with the subject “Helpdesk and Technical Lead” no later than 13th of October 2023. We are keen to have you onboard and part of our dynamic and talented team. Apply Now!

 

 

 

Operating from Fiji, Philippines and India, we are proud Fijian - owned outsourcing service provider focused on delivering high-performance outcomes and cost savings for many businesses. We have been helping grow businesses-like simPRO, Solomon Power, Vela Group, Jonas Software, and many others by. We are a part of the Outsource Fiji and have been operating in Fiji since 2005 with clients from around the world - and growing!
Our core business is delivering professionally managed BPO services through effective project delivery systems and management to our vast and diverse client base. Our talented team is committed to providing our clients with impeccable customer service, reliable and efficient Virtual Assistant services backed by leading-edge technology and a work culture of teamwork, continued skillset development and success.
This, we successfully deliver through our refined business processes across co-locations, 24 hours a day, 7 days a week. we aim to deliver exceptional outsourcing services across Australia and around the world. Our client's success is our success.