Senior User Support Technician
Job Category: Information Technology
Location: Australia – Sydney
Meet Our Team:
We are seeking a seasoned Sr User Support Technician with strong customer support skills to provide technical support for 70+ employees as a member of IT Client Services team. This individual should be extremely customer focused providing the best experience to the users in our Sydney office.As a member of the User Support team, you will play a pivotal role in helping the Pega employees and contractors by responding to service requests through Service Management system and walk ups when necessary. Primary request area includes; Laptop New Hire setups, Tech Refresh and Hardware Returns and Audio Video meeting support. Possible travel to regional Asia Pacific & Japan offices.
Picture Yourself at Pega:
As a User Support Technician, you provide timely response and resolution for internal technical support requests. Primary request areas include; HW and SW troubleshooting, ‘how to’, installations, and new employee/equipment setup. Image new and existing hardware pre-deployment, setup user profiles and assist with data migration as needed. Desk setup for the local users and maintaining IT infrastructure.
+ Pega is changing the way the world builds software. Our goal is to be the no. 1 CRM SaaS company in the world.
+ In this role, you’ll help us by helping all our employees and contractors in our Sydney office
+ Pega is staying on the cutting edge of technology, this is your chance to get your hands on working on leading technologies to solve interesting problems.
What You’ll Do at Pega:
+ You will perform the responsibilities of User Support Services, Audio Visual support, Asset tracking & Management respect to the local office, New Hire setup, Printer Support and any other IT related assistance
+ Image new and existing hardware pre-deployment, setup user profiles and assist with data migration as needed.
+ Follow established procedures for imaging, hardware deployment, software installation, password resets, media distribution, loaner equipment, customer handling and escalation protocols
+ Troubleshoot network (TCP/IP) client configuration and connectivity issues primarily for email, printer access, VPN, and WIFI and escalating to Network Operations.
+ Offer Tier 2 and advanced technical support to members of Global Service Desk staff.
+ Work with Systems Administrators and other members of the IT Infrastructure team on internal projects when necessary
+ Provide hands-on assistance to other IT Infrastructure teams to deploy or change software/hardware possibly outside of normal office hours.
+ Provide extensive video conferencing support to both local and regional users with emphasis on Cisco Jabber, Webex Teams and Webex Meetings.
+ Provide timely response and resolution for internal technical support requests. Primary request areas include; HW and SW troubleshooting, ‘how to’, installations, and new employee/equipment setup
+ Work with Systems Administrators and other members of the IT team on internal projects as well as provide additional support when a companywide issue arises
+ Research issues, work with vendors to find solutions, document and share them with the team.
+ Be able to work independently and maintain a workload of tickets and projects as assigned.
Who You Are:
You are considered a key “go-to” person, a top performer who possess a broad range of technical troubleshooting skills, is comfortable working with end-users in pressure situations, and demonstrates the desire for continuous learning and development.
+ Takes ownership of tasks at hand and IT infrastructure of the local office.
+ Excellent communication and collaboration skills with experience working with globally situated teams
+ Excellent communication skills in both verbal and written forms
+ Extremely driven and versatile – works with little direction and the appropriate sense of urgency
+ Partner with internal clients & stakeholders to align business goals with implementation results.
What You’ve Accomplished:
+ 5-8 years of experience in desktop support, preferably as a remote site lead
+ Strong knowledge of deployment and troubleshooting Windows 10 and macOS operating systems
+ Significant experience supporting and troubleshooting Microsoft Office, Cisco Webex, and desktop security applications
Pega Offers You:
+ Gartner Analyst acclaimed technology leadership across our categories of products
+ Continuous learning and development opportunities
+ An innovative, inclusive, agile, flexible, and fun work environment
+ Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company
Job ID: 10541
As anand Affirmative Action employer, Pegasystems will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.
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