What is the role
Full‐time, 38‐hour per week, onsite in our Perth office with possible remote days on occasion if approved by the Team Leader.
As a Service Desk Engineer, you will be responsible for providing technical administration of automated monitoring services and supporting both internal and external clients by answering, logging, and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service.
Responsibilities
* Provide first‐line technical support via phone and a ticketing system for Level 1 IT issues.
* Log, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask.
* Troubleshoot and resolve issues related to:
o User account management (password resets, unlocks, access requests).
o Desktop/laptop hardware & software (Windows/macOS, Office 365, printers, peripherals).
o Basic network issues (Wi‐Fi, VPN, DNS, DHCP).
o Common business applications (SaaS tools, email, collaboration software).
* Escalate complex or unresolved issues to Senior Engineers with detailed notes.
* Ensure all tickets are resolved or escalated within agreed SLAs.
* Maintain clear, professional communication with end‐users and set resolution expectations.
* Follow knowledge base articles (KBAs) and update IT Glue documentation as needed.
* Assist with client onboarding/offboarding (user setup, remote equipment provisioning).
* Perform basic Active Directory & Microsoft 365 admin tasks.
* Use remote support tools (TeamViewer, RMM, Screen Connect) to assist users.
* Adhere to IT security policies and report potential risks (phishing, malware).
* Contribute to process improvements and knowledge sharing within the team.
Who we are looking for
* 1+ years' experience in a Service Desk Engineer role.
* Service Desk Operations proficiency – understanding how a Service Desk functions.
* Strong communication and customer service skills.
* Performance management – ensuring tickets are processed within SLA.
* Proficient in troubleshooting hardware, software, and networks.
* Core understanding of incidents, problems, and change management processes.
* Advanced technical skills with Server, PowerShell, Firewall.
* Familiar with Windows, macOS, Office 365, Google Workspace.
* Knowledge of ITIL processes, ticketing systems, remote support tools.
* Knowledge of networking and security awareness.
* Team player with initiative, attention to detail, and eagerness to learn.
* Certifications: ITIL 4, CompTIA A+/Network+, Microsoft 365 (a plus).
What we offer
* A friendly team environment with a strong technical support network.
* Broad range of options for training and developing your IT skills.
* Opportunity to work with the IT industry's latest technologies.
* Internal career growth for high performers and IT super‐stars.
* Cost price on products from our suppliers.
* Lunches and snacks provided.
* Referral bonus.
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