Technical Support Analyst – Level 2 and Level 3 Support

CKI Group

Job closing date: August 7th, 2020 12:00am

Melbourne

CKI Resources are looking for a Technical Analyst to provide Level 2 and Level 3 support to one of our clients in Melbourne.

Experience:

  • Minimum 2+ years of experience in operating in a Level 2 and Level 3 technical support capacity
  • Strong technical and administrative knowledge of the Microsoft Power Platform services including:
    * Power BI
    * PowerApps
    * Power Automate (previously Flow)
  • Familiarity with ITIL processes
  • Advanced technical and administrative knowledge of Sharepoint Online support experience, including ability to create and maintain Sharepoint sites of low to medium complexity

Responsibilities:

  • Deliver quality Level 2 and Level 3 functions by actively monitoring, assigning, answering, tracking and assisting with customer enquiries and requests that have been escalated to Level 2 or 3. This could be through a variety of contact points (including telephone, email and face-to-face)
  • Maintain ownership of reported incidents, manage resolutions and escalations, track through to closure, and report regular status to management
  • Provide expert technical advice and supporting relating to the Microsoft Power Platform
  • Maintain operational documents to facilitate with approved support services