This role is ideal for a candidate looking to start a career as an IT technician. Who We Are JEM is an established MSP located in the Hills district, providing ICT management and support services for a range of organisations across Australia. We are a fast-growing team with a great working culture and have a reputation for delivering outstanding service to our customers. The JEM management team makes a genuine commitment to developing the technical and professional skills of each employee. We have exciting plans for future growth and expansion so come and join our team if you are looking to kickstart your career in IT. What You'll Do (The “Rapid Responder”) As a Rapid Responder you will be responsible for handling a high volume of inbound calls to our support desk, whilst logging, triaging, and prioritising tickets. Whilst performing these functions for the service desk, you'll learn basic troubleshooting, customer service soft skills, and general IT fundamentals, all whilst studying for your CompTIA A certification. Work with other team members to handle incoming calls and build service tickets Perform basic troubleshooting with the client to ascertain case details, resolving the issue during first contact if possible in under 10 minutes Collaborate with team leads and other technical resources to grow your knowledge to begin developing technical skills Utilise process documentation to conduct day-to-day activities What We're Looking For A strong customer service focus, endeavouring to always exceed the customer's expectations A desire for professional growth and development would suggest a good cultural fit The drive to succeed and a passion for technology A team player but also able to follow instructions and work autonomously when required to A high level of proficiency in spoken and written English Highly developed communication skills and attention to detail Problem-solving skills with the ability to think outside the box Time management skills with the ability to multi-task Bonus Points Work experience in a basic IT or customer service role Personal or family PC building experience, including general maintenance and troubleshooting Home network experience with modems, routers and wireless Experience using Windows (and MacOS) environments Understanding of cloud services such as Microsoft Office 365 Successful applicants will be required to work from our Castle Hill office and be available for a full time role Monday-Friday
