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Technical Support Specialist

The opportunity

Big things are happening at Fitzroy IT.

Fresh off our recent AWS Rising Star Partner Award we are looking to grow our offering and we are keen to talk to any Technical Support wizards that want to be part of what’s next.

At Fitzroy IT, we offer digital solutions to help a broad range of fantastic clients to grow their business. It turns out that we’re pretty good at it and, as a result, we are growing too.

As a Fitzroy IT Technical Support Specialist, you will be responsible for supporting all aspects of the technical systems and services both internally & for our clients.

Our ideal candidate

We are looking for someone who:

  • Is proactive, highly motivated and customer-focused - outcomes matter most and we prioritise exceptional client outcomes.

  • Is able to work unsupervised while maintaining exceptional service standards.

  • Is comfortable being the first point of support for all clients & internal staff.

  • Can triage issues to either resolve or assign to the appropriate resource within the team.

  • Is able to install and configure computer hardware operating systems and applications.

  • Ensures that all incidents and service requests are logged in our designated Helpdesk system.

  • Manages Helpdesk tickets; planning and prioritising workflow systematically to minimise backlog and ensure operational efficiency.

  • Ensures system and data security is always at a high standard, maintaining the integrity of both internal & client networks.

  • Expedites the repair of hardware faults and software configuration problems, notifying or forwarding to relevant suppliers in a timely manner.

  • Monitors performance of client systems, ensuring issues are appropriately escalated and resolved.

  • Provides technical assistance to project teams and undertakes technical project roles when required; supporting the roll-out of new applications and solutions.

  • Demonstrates commitment to and promotion of a culture of service excellence and continual improvement within both the Support team & the broader Fitzroy IT team.

  • Maintains and develops excellent working relationships with clients & suppliers, conducting dealings in a friendly, professional and appropriate manner.

  • Assists with ongoing development of related firm policies and procedures & documentation with the ability to adapt and adjust to changing processes, constantly seeking process improvement.

  • Displays confidence when dealing with clients, utilising well-developed written and verbal communication skills.

  • Is willing to work flexible hours when required

  • Is keen to constantly learn and grow in the role, participating in company supported additional training where applicable, with some out of hours study required.

Technical Knowledge / Experience

  • Microsoft Windows Workstation (7, 10, 11)

  • Microsoft Server (2008 / 2012 / 2019 ) An Advantage

  • Microsoft Office (All)

  • Mac OS (All)

  • Microsoft 365

  • Google Workspaces

  • Printers - Local & Network

  • DNS understanding

  • Fundamental Networking Skills (LAN/WAN/FIREWALL)

  • Public Cloud (AWS / Azure / GCP)

  • Virtual Machines (VMware / Citrix / HyperV)

Bonus skills

  • Knowledge/understanding of cloud infrastructure technology, specifically AWS (bonus bonus points if you have or are working towards an AWS certification).

  • Knowledge/understanding of coding languages & concepts

  • Knowledge of VOIP an advantage

The kind of person you are:

  • Passionate about technology trends and the industry in general

  • Enthusiastic

  • Keen to learn new skills as the need arises

  • Positive and detail-driven

  • Reliable

  • A team player

  • Work proud

  • Used to working to deadline with multiple projects on the go at once

What working at Fitzroy IT is like:

The successful candidate will have the opportunity to work within a friendly and supportive team, during an exciting time of growth and opportunity. Our focus is on providing a quality experience for our customers and staff alike - we believe that exceptional outcomes stem from an exceptional and engaged team.

Some of our staff benefits include:

  • Competitive remuneration

  • Career development opportunities

  • Access to cutting edge technology

  • Great Smith Street location

  • Flexible working and hours

No agencies, please.