Support Consultant
The role of Support Consultant is providing a direct point of contact to clients to assist in issue resolution or as an escalation function.
Summary about this job
Consultants
Company: Michael Page Technology
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-8-7015-4382
Fax: +61-8-4517-8708
E-mail: n\a
Site: n\a
Detail information about job Support Consultant. Terms and conditions vacancy
- Work within the Sydney CBD
- Shift based position
The role of Support Consultant is providing a direct point of contact to clients to assist in issue resolution or as an escalation function. This role requires a strong understanding of client server architecture, in addition to an understanding of the underlying concepts of relational databases, Windows Server & Microsoft Exchange.
Client Details
The client is located within the Sydney CBD
Description
The key responsibilities include;
- To provide technical product knowledge and support to the Phoenix Support Services client base
- Have a good grounding in all Phoenix support products. Be able to talk with knowledge and confidence to clients about our products and how they have been implemented at their site.
- Follow troubleshooting methodologies, providing feedback to internal resources where necessary.
- To work closely with the 1st Line Support group to ensure swift escalation of client issues where appropriate
- Research and identify resolutions to clients technical problems
- Perform and complete system health reports as per departmental guidelines.
- Report to and take direction from the Service Desk Supervisor EMEA
- Ensure the assigned work queue is managed in a timely manner
- Ensure SLA compliance and delivery is within Phoenix guidelines
- Maintain relationships with clients - ensuring that the Sales and Technical Account Management teams have visibility of any opportunities or high priority problems
- Provide technical training to the other members of the department on key application areas
Additional Responsibilities
- This is a shift based position (8.5 hour shift with 1 hour for lunch)
- Some weekend work may be required.
- Participation in the out of hours on call service is required
- Client site visits
Profile
Technical Skills & Qualifications
All technical skills are expected to be at a good all round level, with at least 2 years support background in both server and client side implementations
- Microsoft Windows technologies
- Microsoft Office
- Document Management systems
- Active Directory & networking principles
- MS SQL
- TSQL
Personal Attributes
- Excellent telephone manner
- Excellent customer service skills - ability to liaise with customers at varying levels
- Able to work as a team player
- Task management, prioritisation skills
- Self-motivated with a willingness to learn and develop
Job Offer
What's on offer is an exciting new role based in the Sydney CBD.
To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Claudia Haining on 02 8292 2014.