Overview
Location: Melbourne, VIC
Company: MonoIT
About Us:
MonoIT is an MSP based in Melbourne, specializing in delivering exceptional IT solutions and support to our diverse client base. We are dedicated to ensuring seamless IT operations for our clients through innovative solutions and committed service. We are currently seeking skilled IT Support Specialists to join our team, handling both Level 1 and Level 2 support responsibilities.
Position Overview:
As an IT Support Specialist at MonoIT, you will be responsible for providing comprehensive technical support across both Level 1 and Level 2 tiers. This role involves addressing a variety of IT issues, from basic technical queries to more complex problems, and ensuring that our clients receive top-notch support and solutions.
Key Responsibilities:
Level 1 Support:
Act as the initial point of contact for IT support requests via phone, email, or our ticketing system.
Provide basic troubleshooting and assistance for hardware, software, and network issues.
Perform routine tasks such as password resets, account management, and basic software installations.
Escalate unresolved issues to Level 2 support as needed.
Accurately document and track support requests and interactions.
Level 2 Support:
Address and resolve more complex technical issues escalated from Level 1 support.
Conduct in-depth troubleshooting and analysis for hardware, software, and network problems.
Manage and maintain IT infrastructure, including servers, workstations, and networking equipment.
Collaborate with other IT teams and departments to implement and improve solutions.
Provide advanced support for systems including Active Directory, Exchange, and Office 365.
Handle system diagnostics, updates, and configuration tasks.
Qualifications:
Proven experience in IT support roles (Level 1 and/or Level 2) preferred.
Strong knowledge of Windows and Linux operating systems.
Proficiency in networking concepts, protocols, and troubleshooting techniques.
Experience with Active Directory, Exchange, and Office 365 administration.
Familiarity with ITSM tools and ticketing systems.
Excellent problem-solving abilities and attention to detail.
Strong communication and customer service skills.
Relevant certifications (e.g., CompTIA A+, Network+, or Microsoft Certified Professional) are advantageous.
About MonoIT
MonoIT is an IT solutions and services company based in Melbourne, Australia. They specialize in a wide range of services including software development, cloud solutions, IT support, and creative services. MonoIT aims to provide flexible, reliable, and available cloud-based services for various application needs, supporting different development approaches and devices. Their offerings are designed to enhance reliability by ensuring information is backed up effectively.
MonoIT also engages in various creative projects, such as designing product catalogues and organizational handbooks, tailored to meet the unique needs of their clients. Their goal is to deliver professional, cohesive, and visually appealing documents and digital solutions that align with the brand values and objectives of their clients.
