IT Support Technician II
Brand: Skillsoft
Req#: 510601
Updated: 05/15/2020
Job Type: Regular
Location: Sydney, Australia
Category: Information Technology
Position Status: N/A
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Job Description

POSITION DESCRIPTION – Skillsoft                                

Position Title

IT Support Technician II



Reports To

IT Support Manager

Revised Date

July 2019

Position Overview

The IT Support Technician is an integral member of the Skillsoft IT Support organisation. This position provides specialised technical support for clients through the Help Desk function, including troubleshooting and general computer support via telephone, email and remote session. The Help Desk function combines both operations and technical support for PCs and related hardware and software.

Position Responsibilities

  • Support for software and hardware issues.
  • Global support for the workforce.
  • Respond to helpdesk support line and email queue.
  • Maintain Ticketing System, Quest KACE.
  • Make-ready of equipment for new hires.
  • Schedule, ship and track equipment for repairs.
  • Network access involving DHCP, DNS and WINS at the desktop.
  • Software updates, drivers, knowledge bases, FAQs, etc.
  • Troubleshoot and resolve PC Hardware, Software and Network issues from the helpdesk.
  • Mange user accounts.
  • Track hardware/software through Asset Management database.
  • Manage different systems for user access.
  • Support iOS.
  • Active Directory and MS Exchange knowledge.

Position Requirements

  • Ability to multitask.
  • Ability to work independently and as a team member.
  • Strong organizational skills and attention to detail.
  • Excellent written and verbal communication skills.
  • Must be fluent with MS Windows operating systems and Mac OS.
  • Positive demeanour with all customers.
  • Experience with Microsoft Office 2016, O365.
  • Basic networking skills and TCP/IP concepts.
  • Strong PC and printer troubleshooting skills.
  • Internet knowledge for accessing software updates, drivers, knowledge bases, FAQs, etc.
  • Troubleshoot, analyse, resolve, and document problems.
  • Must have the ambition to learn and excel in a rapidly growing, fast-paced environment.


Cultural Values

  • Customer Focused – personally demonstrated that both external and internal customers are a high priority by identifying and responding to their needs in a timely and efficient manner.
  • Initiative – Recognises opportunities and initiates actions to capitalise on them by looking for a new and productive ways to make an impact.
  • Innovative Thinking – Embraces and champions new ideas and encourages others to do likewise.
  • Building Organisational Commitment – Demonstrates commitment, loyalty and appreciation for the organisation. Conveys a high-level of concern for all employees, while helping to ensure that both their needs and those of the organisation are met.
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Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law