About Us:
We are the tech company with people at heart.
At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.
Position Overview:
The main purpose of this role is to provide standard technical support required of a Support Services engineer including guidance to end users and Support Services Engineers, whilst assisting the Team Manager (TM) to co-ordinate team activities, working closely aid coordinating team activities, training, scheduling, monitoring, and documentation. You will be residing in Australia and will have been in this type of role previously. This is a hybrid role with some travel to our client offices in North Sydney where required.
Duties and Responsibilities:
- Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual, polite and with empathy)
- Take ownership of incidents or requests allocated to the relevant virtual team ticket queue and professionally manage them through to resolution or escalation
- Ask targeted questions to diagnose problems
- Contribute fully as an active team member and ensure personal and team objectives are achieved
- Collaborate with other teams to maintain standards and functionality
- Maintain a professional relationship with clients
- Utilize excellent customer service skills and exceed customers’ expectations · Report potential client facing risks
- Report customer feedback and potential product request
- Maintain your own personal development plan with support from your team leader
- Collaborate with other teams to maintain standards and functionality · Undertake any other tasks as assigned by management
- Availability during your shift hours (which may incur shift & desk rotation)
- Identify incidents, troubleshoot, maintain and support a wide range of systems · Ensure SLAs are met
In addition to the above, you'll be comfortable supporting clients, working to agreed timeframes and providing solutions.
Qualification and Experience:
- Azure AD Office 365 / Exchange online or Exchange on Prem
- Office products - MS Teams, MS Package (MS Word, MS Excel etc)
- Active Directory
- Enrolling devices in Microsoft Intune via SCCM
- User support for Azure Virtual Desktop (AVD) assisting end-users with troubleshooting, resolving technical issues, and ensuring a seamless virtual desktop experience
- Linux experience is highly desirable
- Networking (DNS, IPConfigs, release and renew, Winsock resets etc)
- Troubleshooting abilities for share drives, permissions and security groups (creation and Admin)
- Group policies - GPupdate/Force
- Excellent verbal communication skills as well
- Good analytical and technical skills and continually look to improve on this.
- Collaborative workstyle with positive communication and sharing of knowledge and information.
KPI’s:
- First response ticket SLA 95%.
- Close a minimum of 6 tasks per day.
- Resolve SLA 90%.
- 100%-time capture.
- 80% work utilisation per day.
- Contribute to attaining mean time to resolve (open to close)
- Targets adherence to telephone etiquette principles.
- Process adherence.
- Always maintain data quality and accuracy standards.
- Diligence in ticket management (daily client facing updates, correct status, escalation).
- Successful ticket closure (i.e., no tickets are reopened).
- 100% shift compliance.
- Customer survey score (5-star rating)
#LI-Hybrid
Hybrid working:
This hybrid role, with a remote-first emphasis, necessitates being in the office or at a client site for 4 days each month. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.
Our Selection Process:
We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.
As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.
