Who We Are
JEM is a leading IT Managed Services Provider with over 12 years of consistent growth, dedicated to delivering outstanding support and solutions to our clients. Our mission is to simplify technology and provide unparalleled service. With a focus on innovation and delivering an exceptional customer experience, we strive to be the trusted advisor for our client's technology needs. Our fast-growing team now has over 55 staff across Australia and the Philippines and the genuinely great work culture, combined with our commitment to growth and development, makes us the perfect place for anyone looking to advance their career in the IT industry.
If you have a passion for technology, a commitment to delivering excellent service and you're eager to be part of a dynamic and supportive team, we would love to hear from you!
What You'll Do - The “Service Technician”
As a Service Technician, you’re positioned in the beating heart of JEM - the well-oiled machine that is the services team, providing best-in-class technical support to our clients. With boundless opportunities to grow and learn your technical skillset by supporting dynamic IT environments, you’ll show our clients the true meaning of quality customer service and technical support!
- Provide support directly to clients onsite at their premises
- Provide remote support of servers, desktops, applications, and cloud services in Microsoft-based environments
- Configure, troubleshoot and remediate issues with firewalls, network switches, virtual infrastructure and more
- Attend scheduled onsite bookings with clients to execute preventative maintenance on end-user devices and IT infrastructure
- Engage with highly experienced solutions experts and senior engineers to solve escalated issues and maintain best practices
- Engage in all levels of IT support in a wide variety of technologies
- Occasionally provide after-hours emergency support
What We Are Looking For
- Experience working in a similar role for an IT provider (MSP) or on an internal IT team
- Experience using ticketing systems and the ability to communicate with a diverse range of people in a warm, friendly, and helpful manner
- Outstanding written and verbal communication skills
- Advanced understanding of end-user support and Microsoft Office 365
- Strong working knowledge of Windows Servers, Active Directory, virtualisation, and backup technologies
- General understanding of technical infrastructure, spanning from end-users to the internet, encompassing the devices involved and networking fundamentals
- A team player who can work collaboratively, with proven skills in troubleshooting, problem solving and critical thinking
- A current Australian driver's license
Benefits
- Company-issued Microsoft Surface device and welcome gift during onboarding
- JEM values flexibility and a balanced life, and so we offer the option of hybrid working arrangements
- We run a competitive training and certification program to ensure our employees are always growing and learning - we will not only pay for your exams, training resources, and subscriptions but also provide paid work time off to sit the exams
- A supportive management team that collaborates with all employees to establish training goals, providing mentoring, accountability and support towards achieving successful outcomes
- Birthday money! Usable through the online store in our HR platform for anything from technology to gift cards
- Onsite parking
- Salary sacrifice: Technology and additional annual leave
- Purchase technology and electronics at cost price
- Opportunities for professional growth and development
- Friendly and supportive team environment
- Quarterly social events, LAN events and a generally awesome team culture