About the role

  • 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

Job title

Service Desk Engineer

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Tech skills

Location requirements

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