Software Support Technician providing end - user support for manufacturing ERP software solutions. Resolving issues and testing corrections to meet business requirements while collaborating with the software development team.
About the role
- Service Desk Support Engineer providing first and second-level technical support for a key customer expansion. Exciting opportunity with a Managed Service Provider headquartered in Sydney.
Responsibilities
- Act as the primary point of contact for all IT service requests and incidents
- Troubleshoot and resolve technical issues or escalate to senior teams and vendors as required
- Take ownership of technology problems, including handling high-priority issues and IT outages
- Install, configure, and troubleshoot desktops, laptops, tablets, mobile devices, and peripherals
- Maintain high standards of accuracy and quality in all customer communications
- Contribute to operational tasks such as user onboarding, software deployments, and relocations
- Identify recurring incident patterns and collaborate on service delivery enhancements
- Participate in a 24/7 support roster including on-call duties to meet global customer needs
Requirements
- 3 + years of experience providing Level 1 or 2 support to a user base of 250+ end-users
- High-level support experience with the Microsoft SOE including Windows 7/8/10/11 and Office 365
- Proficiency with Intune, MDM, or remote management tools like Datto, ConnectWise, or N-able
- Strong background in Microsoft 365, Azure AD, and Active Directory administration
- Experience supporting and troubleshooting Networking, Remote Access Connectivity, and Telephony
- Proficiency in troubleshooting Digital Desktop equipment and peripheral hardware
- Familiarity with Android and Apple devices and associated management software
- Thorough knowledge of Desktop, LAN, peripheral device installation, and support
- Capability to acquire knowledge of business-specific applications requiring first and second-level support
- Experience managing servers, storage, virtualization (VMware, Hyper-V), and back-up technologies
- Microsoft certifications, preferably MCS A
- Familiarity with Service Desk tools and a solid understanding of ITIL practices
- ITIL Foundation certification is highly regarded
Benefits
- Highly competitive salary – paid weekly!
- HMO enrollment on commencement
- Additional HMO dependents added each year of service
- 20 vacation days per year
- 7 sick days
- Annual performance bonus es and incentives
- Annual salary reviews and increases
- Free cooked rice, snacks and hot drinks
- Company polo shirts provided
- Fantastic, bright and cheerful open-plan work environment
- Prestigious clients and highly professional and friendly co-workers
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