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The IT Site Support Engineer is responsible for providing technical support and operational oversight of end-user computing, infrastructure, and site IT services at the Sydney, NSW location. This role ensures seamless IT operations, hardware/software management, and collaboration with global teams and vendors to deliver high-quality technical support. The ideal candidate must have very good English-speaking skills and be hands-on to assist the server team when required.
Key Responsibilities:
End-User & Desktop Support:
* Provide onsite and remote IT support for desktops, laptops, mobile devices, iPads, printers, and other peripherals.
* Manage IMAC (Install, Move, Add, Change) services for hardware and software, ensuring efficient deployment and configuration.
* Offer Break/Fix support, troubleshooting, and resolving issues related to hardware, software, networks, and applications.
* Deliver remote support for users working from different locations, ensuring minimal downtime.
* Work with users to file complaints and escalate lost or damaged device issues as needed.
* Work with support team to set up the Local printer
* Help users by desk phones and Intune Enrollment
* Excellent all-round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 10 and 11
* Imaging and reimaging of Laptops
* Manage device provisioning and de-provisioning, ensuring proper setup, configuration, imaging, and decommissioning.
* Maintain and update the IT asset inventory for desktops, laptops, printers, and network devices at the site.
* Coordinate with local vendors to get quotes for new devices and work with procurement teams to release purchase orders.
* Follow standard processes for purchasing, maintenance, and disposal of IT assets.
Infrastructure & Network Support:
* Provide technical support for local IT infrastructure, including servers, LAN switches, and corporate mobile devices.
* Coordinate with network teams to resolve connectivity issues and ensure business continuity.
* Work with vendors and internal teams to upgrade legacy hardware
* Assist the server team hands-on for any hardware-related support needed.
* Provide technical support for video conferencing systems
* Work closely with vendors to ensure smooth operation and maintenance of video conferencing tools(Microsoft teams room)
* Support voice solutions, including desk phones, softphones, and VoIP systems, ensuring seamless communication.
* Work with offshore and service desk teams to ensure timely resolution of IT requests and incidents.
* Create and manage support tickets with vendors like HP, Microsoft, and other third-party service providers when required.
* Ensure proper documentation and escalation of issues through appropriate IT support channels.
* Continuously review and improve IT processes, standards, and service delivery.
Role Expectations & Required Skills:
* Very good English-speaking skills to communicate effectively with global teams and stakeholders.
* Excellent customer service skills and ability to communicate technical issues in non-technical terms.
* Strong troubleshooting and problem-solving skills with L2 expertise.
* Ability to handle service requests and issue resolution in a fast-paced environment.
* Strong documentation skills and ability to maintain IT asset records.
* Familiarity with vendor management, procurement, and contract handling.
Ability to analyze and solve complex desktop issues, ensuring system stability and minimal downtime.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Contract
Job function
* Job function
Information Technology
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