Description:
Taylor Rose is a National law firm that requires an exceptional Level 2, IT Helpdesk Support Officer who will provide technical support, troubleshoot issues, resolve software and hardware issues, provide training on our Legal Practice Management Software and ensure timely and effective resolution of technical problems.
Level 2 Technical Support Helpdesk Specialist
We are looking for an experienced and motivated Level 2 Technical Support Specialist to join our team.
This role requires a highly skilled individual with extensive knowledge of Salesforce, particularly in backend configurations, user management, and system integrations.
The successful candidate will provide hands-on technical support while ensuring the stability and security of our IT infrastructure.
Key Responsibilities:
- Provide Level 2 technical support for end-users, ensuring prompt and efficient resolution of IT issues.
- Manage and maintain Salesforce configurations, including user access controls, permissions, automation (flows and process builders), and integrations with other platforms.
- Support and troubleshoot issues related to Windows Desktop and Server, macOS, iOS, and Android operating systems.
- Administer and support Microsoft 365 applications, including user account creation and maintenance.
- Perform remote support and troubleshooting of network and computer equipment.
- Diagnose and resolve hardware, software, and networking issues, escalating as necessary.
- Assist with IT asset management, procurement, and inventory tracking.
- Be available for after-hours support when required.
Minimum Requirements:
- At least five years of experience in a similar Level 2 IT support role.
- Strong expertise in Salesforce, particularly backend configurations, workflows, automation, permission sets, and security controls.
- Current driver's license (some on-site support may be required).
- In-depth knowledge of Windows Desktop & Server, macOS, iOS, Android, and Microsoft 365 applications.
- Excellent problem-solving skills with the ability to diagnose and resolve technical issues quickly.
- Strong time management skills and the ability to multitask in a fast-paced environment.
- Customer-focused mindset, ensuring a positive experience for end-users.
- Mature, friendly, and professional demeanor with a willingness to learn and adapt.
- Experience with user account creation, administration, and security best practices.
- Ability to work independently and as part of a team while managing competing priorities.
This role is primarily remote, with a requirement to attend our office at least once every fortnight.
If you have a strong background in Salesforce and IT support, along with a passion for delivering exceptional customer service, we would love to hear from you!
Please apply through seek.