Information Technology Support Analyst

Description Direct message the job poster from Virtual IT Group (VITG) Virtual IT Group (VITG) is one of Australia’s leading managed IT service providers, partnering with businesses of all sizes to deliver technology that drives growth, security, and efficiency. With a national footprint, recently expanding into New Zealand, we pride ourselves on being more than just a service provider: we’re a trusted partner who understands our clients’ unique needs. From cloud and cybersecurity to modern workplace solutions, our mission is to simplify technology and empower businesses to thrive. At VITG, our culture is built on collaboration, continuous improvement, and a “better together” mindset, making it an exciting place to grow your career. About the role The primary objective is to provide exceptional customer service, remote & on-site technical support to our clients as well as building/maintaining strong relationships expected by a trusted advisor. This role will require working on-site for 3 days and working remotely (working from home) for 2 days per week. POSITION OUTCOMES Provide in-depth helpdesk/service desk support to all users. Provide IT and application support to all users. Support and maintain all technology infrastructure. Liaise 3rd party relationships with vendors, suppliers, and support contractors. Manage the implementation of new technology. Customer service orientated. Support & mentor IT Support Coordinators and technicians. Act as escalation point for IT Support Coordinators and Technicians wherever necessary. POSITION RESPONSIBILITIES Provides predominantly remote and on-site technical support to clients under the guidance of the IT Support Team Lead/ Service Delivery Manager and as part of a team. The position involves but is not limited to: Customer liaison via email, and phone. Assist with software installations and updates. Log and categorize service requests through helpdesk system (ConnectWise) Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service. Assist with network and server management. Ownership of customer environments and provide specialist expertise for those customers. Keeping abreast of emerging technologies and completing training and ongoing development of your skills as agreed with the Support Team Lead/ Head of Service Delivery. Handle more complex technical issues. Protect Organisation’s ‘Character’ by keeping internal and external information confidential. Embody the values set by the company. Aid in the fulfilment of the organisations Vision & Mission through the completion of all requested tasks within your capabilities. POSITION COMPETENCIES Experience in a client-focused IT technical support role. Experience with an MSP preferred. Good understanding of common IT systems and software. Excellent communication and customers service skills, and an enthusiastic approach to customer service. Demonstrated high level of customer service and customer advocacy skills and proven ability to build strong relationships with a range of clients Ability to work independently, yet part of a collaborative team Strong Organisational and time management skills. Ability to de-escalate IT issues encountered and communicate with clients on turnaround times and resolutions. POSITION QUALIFICATIONS Strong technical knowledge and troubleshooting skills. Technical ability to resolve complex incidents within a Windows environment. Active Directory user and group administration. Administration of Exchange and O365. Hands on experience with setup and troubleshooting of computer hardware and peripherals. Relevant technical training, certifications, and education. Service Management certifications (e.g. ITIL). POSITION EXPERIENCE REQUIRED 3-5 years IT experience supporting Microsoft Office and Windows Infrastructure environments. Qualification in key core system technology. Advanced communication skills. Proven experience supporting end users via training and correspondence. Proven experience working with Intune, Office 365, Skype for Business, Teams, Active Directory and Exchange. ITIL certification would be desired. Please note that the successful applicant will be subject to a reference and background verification check prior to being onboarded with the business. Seniority level Associate Employment type Full-time Job function Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Virtual IT Group (VITG) by 2x #J-18808-Ljbffr Industry Other Category IT & Technology Sub Category Database, Analytics & BI