LogMeIn

  • IT Support Specialist

    Job Locations AU-NS-Sydney
    Category
    Information Technology
  • Overview

    The IT Support Generalist is responsible for first- and second-level hardware and software support for employees – from receipt of issue to resolution and closure – with guidance from more senior members of the team and engaging other teams as necessary. Takes ownership of basic to medium complexity incident/service requests from inception to resolution, for Windows and Mac computers, in order to provide outstanding user productivity. Provides timely and accurate communication with users and management; maintains accurate documentation; minimizes company exposure to risk by understanding and following all recommended security protocols.

    Responsibilities

    • Responds to and resolves hardware and software service requests for workstations, laptops, peripherals, mobile devices, and phones. Diagnoses login, application, hardware, performance, and basic connectivity issues; provides reasonable and accurate estimates of time to completion; escalates to more senior group members when necessary.
    • Maintains excellent communication with users, following up to verify satisfactory resolution
    • Maintains documentation as required by management (assets inventory, call tracking, etc.)
    • Accurately and completely manages support tickets from receipt through communication with users and fully documented resolution.
    • Troubleshoots networking issues to physical layer, OS and hardware issues (Windows and Mac) and DNS / DHCP issues
    • Supports user onboarding by maintaining domain accounts (users, groups, OUs), configuring and deploying IT equipment using standard or customized imaging processes
    • Supports user separations by removing access to various systems as required, and reclaiming and re-purposing, or wiping and e-wasting, IT equipment
    • Creates and maintains departmental and user-facing documentation as directed.
    • Migrates users from old to new workstations with accuracy
    • Manages priorities with occasional guidance from peers and management
    • Researches and recommends solutions to one-of-a-kind user requests, such as applications and peripherals
    • Installs approved applications for end users
    • Assists Facilities with employee moves
    • Assists IT System Administrators as needed

    Qualifications

    • Associate’s Degree or equivalent experience
    • 2-3+ years of experience in computer support in a business environment
    • Proven experience with desktop operating systems (Windows and Mac)
    • Experience with common office productivity software (Microsoft Office365 experience a plus)
    • Proven troubleshooting skills
    • Good communication skills for identifying customer needs, diagnosing problems and communicating solutions
    • Ability to manage multiple ongoing incidents or projects with appropriate prioritization
    • Certification on desktop operating systems a plus
    • Available for overtime, on-call, and travel as required (minimal)

     

    Competencies

    Teamwork: Collaborates openly with others toward shared goals, exhibits cooperativeness; collaborates cross-functionally
    Excellence Orientation: Exhibits resilience, persistence, tenacity and a continuous mindset for improvement; is goal-oriented with very high standards for quality of work; is strongly results-oriented
    Accountability: Holds self accountable for keeping commitments and delivering the best possible performance; assumes responsibility and follows up personally.
    Authenticity: Shows a genuine, accessible and caring personality that builds trust, mutual support and credibility.
    Innovation: Exhibits curiosity and open mindedness; continually looks for ways to improve processes and procedures to enhance the team’s and our users' productivity and job satisfaction.

     

    About

    LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.

     

    OUR VALUES
    Be Accountable - even when no-one is looking
    Thrive Together - greatness comes from unlocking each other’s potential
    Advance Confidently - we find opportunity and act on it
    Collaborate Openly - our whole is greater than the sum of our parts
    Engage Fearlessly - we speak up and listen

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