Nicholas Jonson Email & Phone Number

Melbourne, Vic, Au

Melbourne, Australia

As Support Technician guru I support the whole client base, including site and email hosting, CMS support, general IT support internal staff and external support to over 1,000 clients.Client Services Responsibilities:• responding to, managing, triaging and completing: o client issues regarding all manner of support from site and email hosting to content systems o requests for maintenance, development and site additions o incoming requests for new site and email hosting and development o developer issues regarding hosting environments and systems• setup, creation and management of new hosting and email accounts, in both MS and LAMP environments• completion of low to medium level maintenance and development tasks relating to site changes and alterations• assisting in the QA process for newly developed or altered sites and internal systems• identifying and solving broader unreported client issues, such as the need to upgrade hosting systemsInternal IT Responsibilities:• supporting the internal workforce and monitoring internal IT support channels• assisting with system administration for endpoint management and imaging solutions• updating and maintaining computer build images and application deployment packages• working with the development team to provide escalated and backup support for CMS and site and email hosting• working closely with project manager teams and assisting with project work, including maintenance and limited front-end / back-end development and design• finding and implementing new systems & services, including the currently used support ticketing system and billing system• keeping the knowledge base up-to-date and providing training on internal systems (including ticketing and support systems) and staff development (including triaging techniques and goal setting) when needed• identifying ways to streamline and automate common processes• assisting to maintain asset inventory, software purchases and licenses