IT Support Technician Level 2-3

About Podium IT

Podium IT is a well-established IT support provider catering to small and medium businesses across various industries, including a strong focus on healthcare. The company offers opportunities to work with advanced technologies and contribute to critical IT infrastructure projects both internally and for clients.

Role Overview

This position involves serving as the primary contact for client IT support requests, primarily handled over the phone with emails and other communication methods as additional channels. You will address IT issues for Podium IT’s major clients through both remote and onsite support. The role includes managing email correspondence consistently and professionally.

Key Responsibilities

• Respond promptly to client inquiries Monday to Friday from 8:30 AM to 5:30 PM unless otherwise specified.
• Create and resolve support tickets using company-standard procedures and escalate issues when necessary.
• Maintain the Managing Director’s client site visit calendar.
• Assist in the procurement of software and hardware, including preparing quotes and providing product recommendations.
• Support the process of internal improvements to enhance ticket handling and client experience.
• Participate in regular operations meetings with management to present observations and suggest improvements.
• Provide on-site IT support by completing all assigned tasks and responding to client requests professionally during visits.
• Work towards becoming independent in managing daily activities with minimal management oversight.
• Effectively prioritize tickets aligned with company values and manage multiple client requests simultaneously.
• Ensure all work hours are recorded accurately in the ticketing system by the end of each business day, with clear, grammatically correct notes suitable for client review.
• Represent Podium IT with the highest level of professionalism and commitment to excellent client support.
• Prepare for a future potential transition into a team leader role to coordinate activities of other technicians.

Preferred Skills and Experience

• Strong troubleshooting abilities combined with excellent customer service skills.
• Understanding of small business IT networks and common infrastructure.
• Familiarity with medical software such as Medical Director and Best Practice.
• Experience working with Autotask endpoint management and PSA systems.
• Knowledge of Windows Server (2008–2019) Domain, Workgroup, and RDP environments.
• Proficiency with Windows 7 through 10 operating systems.
• Understanding of IP addressing, DNS, DHCP, WAN, WLAN, and LAN networking protocols.
• Experience configuring network switches and routers.
• Server hardware setup and printer configuration capabilities.
• Exposure to cloud infrastructure, particularly AWS services.

Contact Information

Podium IT emphasizes delivering technology solutions that surpass client expectations and add measurable business value. Interested applicants are encouraged to reach out via phone at 03 8578 3077. Prospective candidates may submit inquiries including their name, email, phone, subject, and message for further communication.