About the Role
* Provide Tier 2 technical support for complex hardware and software issues, primarily related to Windows client and server operating systems.
* Diagnose and resolve general IT support issues for end-users, encompassing desktops, laptops, mobile devices, and core business applications.
* Manage, troubleshoot, and update organization-wide Antivirus (AV) and endpoint protection software.
* Manage, prioritize, and document all support requests using the ticketing system (e.g., ServiceNow, Jira Service Desk, Zendesk).
* Perform basic networking troubleshooting (TCP/IP, DNS, DHCP, VPN) and assist with network-related connectivity issues.
* Utilize monitoring tools to proactively identify and address potential system issues and performance bottlenecks.
* Assist in the management and support of virtualized environments (e.g., VMware, Hyper-V).
* Escalate unresolved issues to higher-tier support teams or specialized engineering teams as needed.
* Contribute to the knowledge base by creating and updating documentation for common issues and resolutions.
Requirements
2+ years of experience supporting Windows client operating systems (e.g., Windows 10/11) and Windows Server operating systems (e.g., Server 2016/2019/2022).
2+ years of general IT support experience in a professional environment.
Demonstrable knowledge of networking fundamentals (e.g., OSI model, basic troubleshooting).
Experience with and adherence to ticketing system best practices.
Familiarity with system monitoring tools and processes.
Basic understanding of virtualization concepts (e.g., VMs, hypervisors, basic administration).
Basic understanding of Cloud technologies (e.g., IaaS, PaaS, SaaS, concepts of AWS/Azure/Google Cloud).
A conceptual understanding of Artificial Intelligence (AI) and its basic applications in a business context (e.g., chatbots, basic machine learning concepts).
Exceptional communication skills (written and verbal) with the ability to explain technical issues clearly to non-technical users.
Customer-focused attitude with a commitment to providing excellent service and a high first-call resolution rate.
Strong problem-solving and critical thinking abilities.
Patience and Empathy when dealing with frustrated or stressed users.
Ability to work independently and as part of a team, managing multiple priorities effectively.
ITIL Foundation certification.
Experience with scripting languages (e.g., PowerShell, Python).
Microsoft certifications (e.g., MCSA, AZ-900).
Fluency in a second language.
About the Company
Welcome to TECHNOHOLIA. We are a solutions provider offering strategic guidance and support for Digital Experience Platforms (DXP), Artificial Intelligence (AI), Machine Learning (ML), Cloud technologies, ITIL, and Project Management. Our goal is to help businesses achieve measurable outcomes through digital transformations and process optimization. We also specialize in Cyber Security with ESET and provide tailored career services and training programs in observability, platform monitoring, and cloud support. Located in Sydney, AUSTRALIA, we turn technical goals into reality.