User Support Specialist

Aurecon is a leading global technical services and engineering design consultancy operating in diverse and robust markets. We empower our people to make a difference through innovation and teamwork and our projects are widely recognised for client and service excellence.

As a User Support Specialist, you will be a member of our User Support Adoption Team that delivers outstanding IT support services to Aurecon staff, both face to face and remotely.

Based in our Brisbane office, in this permanent full-time position you will play a key role in keeping our IT systems up to date and trouble free.  You will enjoy the autonomy of prioritising your day to day, supporting our end user facing technology. Our User Adoption Team of people love the Aurecon culture, the diversity of work they are involved with, the career opportunities of a global business, and the challenge that this wide-ranging position offers. 

As the ideal candidate you will have:

  • Provided general level 2 support to all business users for both hardware and software
  • Ensuring all current and future departmental SLA KPIs are managed within their specified timeframes
  • Excellent attention to detail and follow through skills
  • The ability to work in a busy environment and multi-task
  • An excellent standard of professional customer service
  • The ability to follow procedures ensuring all problems and requests are accurately recorded, managed and escalated where necessary, meeting our service level agreement standards
  • Sound Technical Documentation Skills
  • Project management experience is highly desirable

The personal skills our successful team members display include:

  • Strong technical aptitude, ability to quickly learn new software and technologies
  • Passion to work with support peers around the business to ensure a consistent and high-quality level of support
  • Advanced troubleshooting skills
  • Reliable, honest, confident and self-starter
  • Ability to communicate effectively in both oral and written form with clients and end-users is compulsory
  • Must be willing to comply with procedures and accurately complete necessary documentation.
  • Ability to prioritize and manage workload timeframes
  • Previous experience working in a customer facing environment (Tech lounge or Genius bar) is highly desirable

Technically you will have:

  • Experience supporting Windows OS, hardware, software, MS Office 2010-16 & Office 365
  • Experience in supporting Skype for Business & Cisco Audio/Video conferences
  • The ability to install/ remove desktops, laptops, printers, peripherals and desktop application software
  • Ability to support Mobile devices – Apple/Android & Windows
  • Strong technical understanding of client facing devices (desktop, laptop hardware, mobile devices etc.)
  • Understanding of TCP/IP networking
  • Knowledge of LAN/WAN environments and technologies
  • Previous experience in using a ticketing system
  • Some experience supporting AutoCAD & specialist engineering applications would be desirable
  • SOE deployment experience
  • SCCM skills highly desirable

Any experience with ServiceNow will be considered highly advantageous.

The successful candidate should be armed with an understanding of current industry trends, emerging technology and comfortable and engaging with a variety of stakeholders within the business, including parts of our senior leadership team.  Any exposure to working in a multinational organisation with a diverse culture will be highly advantageous. 

Your great ‘can do’ attitude and ability to build strong relationships will be rewarded by a vibrant and collaborative work environment. Aurecon will offer the opportunity to work alongside a passionate and world class peer group, who aim to be thought leaders. You will have access to professional development and support to unleash your potential and be proud of personal, team and company achievements. Your outstanding contribution to team results will be rewarded with a competitive remuneration package.

If an opportunity such as this is something you would be interested in exploring further, please register your interest by using the "Apply Now" button below.

Aurecon is an equal opportunity employer. We welcome applications from those who require flexible working hours.

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