IT Support Specialist at Xero

Enterprise Technology & Internal IT, Permanent, Sydney, AU sydney support full-time
Posted 14 days ago

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. 

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

As the IT Support Specialist in the Internal IT team at Xero, you will be responsible for providing outstanding customer service and support to Xero’s rapidly growing internal user base. As this is a user-facing role, you will be a highly visible representative of our team, providing Xero’s with the tools they need to do the best work of their lives.

You will be apart of the regional support team where you will contribute to a great work culture and supportive environment. You will work alongside team members and engineering teams to foster the growth of a world-class IT team and drive initiatives to enable success of the group as a whole.

What you'll do:

  • Ownership over all support contact points (tickets, walk-ups, chat & phone)
  • Diagnosis, further investigation and resolution of service requests and incidents
  • Prioritize quick responses, and setting expectations with users
  • Ensure customer service standards are met, and striving to exceed them
  • Handle software and hardware requests
  • General user access and permission administration
  • Contribute to the reduction of the team workload in your region via ticket resolution
  • Assist others as needed to ensure overall service objectives and team targets are achieved
  • Liaise with Xero’s vendors as and when required to resolve issues
  • Contribute to our global support experience
  • Contribute to support documentation
  • What you'll bring with you:

  • Relevant degree or certification
  • Strong knowledge of G-Suite, Active Directory or other cloud based applications
  • Strong understanding of Windows & Apple operating systems and hardware
  • Ability to Work autonomously, and in a team environment
  • Great written and verbal skills
  • Why Xero?

    At Xero we support many types of flexible working arrangements that allow you to balance your work, your life and your passions. We offer a great remuneration package including shares plus a range of leave options to suit your well-being. Our work environment encourages continuous improvement and career development and you’ll get to work with the latest technology.  

    Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully. We are a member of Pride in Diversity, in recognition of our inclusive workplace. So, from the moment you step through our doors, you’ll feel welcome and supported to do the best work of your life.

    Xero strongly encourages employees and contractors to be vaccinated against COVID-19 in order to work from a Xero office, or engage in any face-to-face Xero business.