IT Technician, Sydney

As an IT Technician at Wiz in Sydney, your main responsibility will be to provide tier 1 support for end-users both remotely and in-person. You'll ensure that our employees, including executives, receive a seamless IT experience. This includes diagnosing and resolving technical issues related to various operating systems and technologies. Additionally, you will participate in asset management for hardware and software, contribute to documentation, and engage in onboarding sessions for new team members.

To excel as an IT Technician at Wiz, candidates should have at least 2 years of experience in IT support, providing both in-person and remote assistance. Experience delivering top-notch support to executives is essential. A strong background in troubleshooting macOS and Windows systems, knowledge of software support, and familiarity with IAM solutions like Okta and Azure AD are also crucial for success in this role. Ideal candidates will demonstrate a passion for cloud technologies and security.

The IT Technician plays a vital role in fostering a positive company culture at Wiz by ensuring that all technology-related issues are addressed swiftly. By providing exceptional service and support, you help create a smooth working environment that empowers our Wizards to focus on their missions. Additionally, your involvement in onboarding and collaboration with other departments like HR strengthens company cohesion and promotes an atmosphere of teamwork and support.

The ideal working environment for an IT Technician at Wiz is dynamic and collaborative, where innovation is encouraged. As part of a remote-first company, you'll have the flexibility to work from anywhere in Australia. You'll be part of a growing team that thrives on communication, creativity, and problem-solving, and the diverse background of your colleagues enriches the experience, making Wiz a unique place to grow professionally.

As an IT Technician at Wiz, you'll regularly work with a variety of technologies, including macOS, Windows, and Linux systems, various audiovisual equipment, and office networks. Experience with cloud service providers like AWS, GCP, and Azure will also be beneficial. Your role will involve troubleshooting and managing software, hardware, and network issues, as well as keeping up-to-date with the latest technologies used throughout the company.

When troubleshooting technical issues as an IT Technician, I first gather as much information as possible from the user experiencing the problem. Asking specific questions helps pinpoint the root cause. I then replicate the issue when possible and explore potential solutions based on known fixes and past experience. Collaborating with teammates or utilizing internal documentation can also offer valuable insights into resolving the problem efficiently.

In my previous roles, I've provided white glove IT support by focusing on quality service delivery for C-suite executives. This entails understanding their specific needs and ensuring minimal disruption to their work. I prioritize their requests, ensure timely communication, and often take proactive measures to avoid potential issues. My approach emphasizes attentiveness, responsiveness, and thorough follow-through to maintain a high level of trust and satisfaction.

My experience with asset management in IT involves tracking and maintaining inventories of both hardware and software. I utilize asset management tools to update asset statuses, conduct audits, and ensure compliance with licensing agreements. By implementing best practices in asset management, I contribute to a more efficient IT operation and help the organization understand its technology investments better.

Absolutely! When training a new employee, I start by assessing their existing knowledge and comfort with the technology we use. I create a customized training session focusing on our systems, tools, and best practices. During the training, I provide hands-on demonstrations and encourage questions. I also prepare documentation they can reference later, ensuring they leave with a solid understanding of how to utilize our technology effectively.

I stay updated on the latest IT technologies through a mix of continuous learning and networking. I subscribe to industry newsletters, tech blogs, and attend webinars to learn about new tools and best practices. I also engage with fellow IT professionals in online communities and user groups to share experiences and insights. This proactive approach keeps my knowledge current and applicable to my role as an IT Technician.

To ensure clear communication with end-users, I always start by actively listening to their issues and concerns. I strive to avoid technical jargon and explain solutions in simple terms. I provide updates at each step of the support process, ensuring users feel informed about the progress being made. Establishing a friendly rapport encourages users to feel comfortable reaching out with future issues as well.

When facing difficult technical challenges, I approach problem-solving methodically. I assess the issue, gather input from teammates, and research possible solutions. Staying calm and focused during high-pressure situations is essential, and I prioritize clear communication with users to manage their expectations. My goal is to find effective solutions while minimizing any disruption to the users' experience.

My experience with IAM solutions includes configuring and managing tools like Okta and Azure AD. I understand the importance of identity and access management in ensuring security. In my previous positions, I was responsible for user provisioning, de-provisioning, and maintaining user roles based on access requirements. This experience equips me to effectively support our internal user needs while adhering to security protocols.

To prioritize requests effectively, I assess the urgency and impact of each issue raised. For example, if a critical system is down for multiple users, that would take priority over minor software issues. I also communicate with users to manage their expectations regarding timeline and progress. Keeping a clear overview of ongoing requests helps ensure that high-priority tasks are addressed promptly.

I want to work as an IT Technician at Wiz because I admire your mission of redefining cloud security and empowering businesses. The innovative culture, commitment to excellence, and opportunity to work with a diverse team resonate with my career goals. Additionally, I am eager to apply my IT support skills in a dynamic startup environment where I can contribute to meaningful solutions that make a difference in the industry.