Upstream Tech

Support Engineer

• Serve as the first point of contact for employees seeking technical assistance
• Provide hardware and software support for internal employees
• Handle support requests via phone, live chat, email, and remote connection
• Assist with employee onboarding, including activating user accounts
• Configure, implement, and maintain business workflows in dedicated applications
• Liaise with stakeholders to implement business-focused solutions
• Maintain and implement secure best practices within the company network
• Support customers using NBN and VoIP telecommunications services
• Provide end-user support to managed services customers
• Communicate technical information clearly to non-technical users
• Receive, validate, log, troubleshoot, and escalate requests
• Keep stakeholders informed of request progress through resolution
• Maintain and manage the ticket desk
• Engage third-party vendors to resolve technical problems
• Perform hardware and software upgrades and routine maintenance
• Maintain accurate support request and resolution records
• Create documentation for common issues and solutions
• Train end-users on basic IT functions
• Collaborate with IT professionals and departments to resolve complex issues and provide tailored support
• Meet SLAs for first response and resolution times
• Contribute to continuous improvement initiatives

Technical Support Executive