Hybrid Service Desk Engineer

at Starboard IT

• Job title: Service Desk Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Azure, Cloud
• Location requirements: Hybrid, Perth, Australia

About the role

• Service Desk Engineer providing L1-L3 IT support in hybrid environment at Starboard IT. Fostering collaboration and managing incidents while ensuring customer satisfaction.

Responsibilities

• Responding to and resolving incoming IT queries via email and phone, or onsite (as required), both for customers and internal staff
• Evaluating and taking necessary action (assessing, triaging, researching) to resolve incidents, requests and problems raised by customers.
• Consulting with customers on most appropriate solutions to meet their requirements.
• Ensuring all tickets are progressed & cleared within SLA – escalating L3 as appropriate
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Analysing and identifying root causes of major or recurring incidents, then proposing and implementing solutions to prevent them happening again.
• Review, propose and implement solutions to remediate the root cause of major issues.
• Being a proactive trouble-shoot and providing strategic solutions to a variety of technical issues.
• Responding to queries accurately and quickly, with the ability to predict customer needs and requirements.
• Participating in a rotating on-call roster to provide 24x7 coverage of critical incidents for our customers.

Requirements

• Prior Level 1 IT support experience (preferably in a managed services environment)
• Minimum of 3 years' experience in the IT industry
• Experience with Office 365 and Azure AD technologies – including but not limited to Exchange, SharePoint, and Teams
• Experience with core networking principles and technologies
• Familiarity and experience working with on-premises, cloud and hybrid server environments
• A high skill level of Windows and Mac desktop support
• Excellent customer service skills, problem-solving and communication skills
• Located in Perth, WA with the ability to attend client sites in Perth.
• Australian residency, citizenship or a valid working visa.

Benefits

• Competitive salary
• Training and development (we work with you on training re: certs and other areas of interest to grow your skills & devleopment)
• Flexible hybrid working environment (work-from-home & on site)
• Work life balance (because we understand people have lives outside of work)
• Fun social events; escape room challenges, fun Team games with banter about our love of cooking, eating & craft beers