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Associate User Support Technician

Job Category: Information Technology
Location: Australia - Sydney
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Meet Our Team:

As a member of the User Support team, you will play a pivotal role in helping the Pega employees/contractors, resolve their IT issues and providing local support of which includes Desktop OS, messaging, networking, and various hardware configurations.

Picture Yourself at Pega:

As a User Support Technician, you provide timely response and resolution for internal technical support requests. Primary request areas include; HW and SW troubleshooting, ‘how to’, installations, and new employee/equipment setup. Image new and existing hardware pre-deployment, setup user profiles and assist with data migration as needed. Troubleshoot network (TCP/IP) client configuration and connectivity issues primarily for email, printer access, VPN, and WIFI escalating as required.

What You'll Do at Pega:

  • Image new and existing hardware pre-deployment, setup user profiles and assist with data migration as needed.
  • Follow established procedures for imaging, hardware deployment, software installation, password resets, media distribution, loaner equipment, customer handling and escalation protocols
  • Troubleshoot network (TCP/IP) client configuration and connectivity issues primarily for email, printer access, VPN, and WIFI and escalating to Network Operations.
  • Offer Tier 2 technical support to other members of the Help Desk staff.
  • Handle advanced troubleshooting calls.
  • Work with Systems Administrators and other members of the IT team on internal projects when necessary
  • Participate in both local and global projects.
  • Nature of role requires working from office

Who You Are:

Are you currently considered the go-to person in your current user/IT support organization? We are looking for you – a top performer who possess a broad range of technical troubleshooting skills, is comfortable working with end-users in pressure situations, and demonstrates the comfort to support internal employees from C Suite to entry level stakeholders with constant desire for continuous learning and development.

You have good English communication skills

You are an Australian citizen or Permanent Resident

What You've Accomplished:

  • Gained hands on experience in Laptop build process supporting Windows & Mac OS
  • 2-3 Years’ experience in desktop support
  • Knowledge of Microsoft applications (Office, Visio, Project, Outlook, etc.) and working knowledge of Active Directory roles.
  • Some knowledge of Apple Macintosh Operating Systems (MacOsx) and Applications
  • Exposure to PC/Mac hardware, troubleshooting and repair
  • Exposure to desktop support utilities such as Symantec anti-virus and spyware removal tools
  • Knowledge of VPN, WIFI and other remote access methods

Pega Offers You:

  • Gartner Analyst acclaimed technology leadership across our categories of products
  • Continuous learning and development opportunities
  • An innovative, inclusive, agile, flexible, and fun work environment
  • Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company



Job ID: 20413

Inclusion and Diversity – Inclusive is one of our values at Pega. Pegasystems is committed to inclusion and diversity and strives to foster a fair and inclusive environment for all. We believe Pega can achieve more when we create a culture that inspires each of us to fully contribute each and every day. We encourage diverse thinking and collaboration for better outcomes for all. Learn more about our inclusive culture.

We encourage candidates of all backgrounds and skillsets to consider opportunities at Pega. At Pega, we focus on the skills needed to be successful and we know that our employees can thrive even if they don't possess a traditional background. If you like the sound of this role, but are not sure if you are the right person, please consider applying. We would love to hear from you!

As an Equal Opportunity and Affirmative Action employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.

Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.

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