Fusion Technology Solutions (ABN 76 125 073 805) is an IT solutions and managed services including hardware & software resale, IT support, cloud, internet, security, VoIP and domain services. We specialise in supporting modern businesses IT, Cyber Security and Communications requirement. Role Overview: We are seeking an ICT Service Desk Analyst to join our team in the Sydney CBD, NSW 2000. This role involves working closely within the Support Desk Team to handle initial customer inquiries, basic/intermediate troubleshooting, and ticket management. You will be responsible for resolving common technical issues and escalating more complex problems when necessary. Key Responsibilities: Provision of first and second level technical support across a range of technologies while maintaining a high level of customer service. Answering phone support requests and tickets via our ticketing system Configuration, troubleshooting, software installations, hardware repair of a range of technologies. Where applicable handling escalations or collaborating on tickets from other service desk support technicians Identifying and meeting training requirements Identifying and developing required documentation Developing and maintaining a thorough and constantly evolving understanding of all Fusion and Nexus One products, systems and technologies. Managing backups, and recognising areas for improvement Conducting client site visits and working directly with key client stakeholders as requested/needed Project work as required. Working with the Engineering & Security team in identifying recent or emerging problems and working collaboratively to scope, deploy and test solutions to these problems. Assisting in identifying process or system improvement, constantly finding ways to improve service provision. Ensure work carried out conforms to support agreements and SLA targets. Regularly review the ticketing system for ongoing or stalled tickets, taking corrective action as required. Perform deep levels of troubleshooting and debugging with a high level of autonomy. Any other reasonable work deemed required by management and falling within your role. This role requires occasional flexibility to work outside standard business hours to address after hours tasks, urgent issues or complete project work, including participation in a rotating weekend on-call roster. Skills Demonstrated ability to synthesise technical knowledge into solutions to solve customer problems Demonstrated experience solving desktop support issues not previously documented or encountered. Experience administering Microsoft 365 and Google Workspace Cloud environments. Experience working with networking in small business IT environments including: - Routers, switches, Wi-Fi and internet connectivity - Thorough understanding of basic networking concepts - Managing TCP/IP-based networks - ADSL/NBN/PPPoE and Ethernet technology - Basic knowledge of structured data network cabling. Extensive knowledge of operating, configuring, managing and troubleshooting Windows operating systems, both desktop and server. Demonstrate a solid understanding of and experience with technologies such as the following: - Active Directory, administration, preferably troubleshooting multi-server and multi-site replication - Managing complex ACL/file permission structures, and preferably DFS replication Experience with Linux, including CLI. Familiar with server backup systems and monitoring systems. Familiar with and have some hands-on experience with virtualisation. Experience supporting Apple products. Experience supporting smartphones including both, iPhones and Android. Soft Skills Outstanding customer service and are helpful by nature Systematic analytical and problem-solving skills Time management and self-organisation Attention to detail, initiative and commitment to self-development. Job Type : Permanent and Full-time Pay: $76,000 - $85,000 per year plus superannuation
