About the Role
This is a great opportunity for an experienced IT services desk engineer to be involved in supporting our customers across a wide variety of technologies.
You will provide high levels of services from a Level 1 and Level 2 support perspective and you will thrive on ensuring that your customers receive an exceptional level of service.
This is a hybrid role with flexibility to work from home, certain days a week.
It reports to the Service Desk Manager.
Scope of Role
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Provide 1st and 2nd Level support to our customers
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Troubleshoot hardware and software related issues
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Strong technical troubleshooting skills
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Respond to client support tickets
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Log incidents and service requests in the relevant ITSM tool.
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Escalate issues to our 3rd Level support teams or 3rd Party vendors where appropriate
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Provide onsite face-to-face and remote technical support
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Perform administrative tasks, but not limited to such as AD, O365/Exchange etc.
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Assist with customer walk-ups, floor walks and configure hardware, software
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Maintain and manage customer assets, warranty and hardware returns
About You
To be successful in this role, you will need to have a strong focus on customer service as well as have a broad set of technical skills.
You will need to be organised, have great communication skills and have great attention to detail.
In addition, the position requires that you will be flexible and adaptable as you will be operating at both the Service Desk and Onsite at our customer premise.
Key skills & experience include:
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3+ years IT hands on experience in a Managed Services Environment
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2+ years working in a Service Desk environment
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2+ years providing Onsite customer support
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3+ years working in a Desktop Management capacity
- Hands-on experience with Intune and Kandji MDM for cross-platform device management, including deployment, compliance, and security of Windows, macOS, and iOS devices
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Certifications desired (CCNA, CWNA, MCSA, MCSE or equivalent)
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Experience in Microsoft Server (2003-2016) and Azure AD including AD, Group Policy, Powershell scripting, Sites/Services, DHCP, File/Print, DFS, Replication, Storage, WSUS etc.
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Experience in installing PC, Monitors, Software and Network Printers
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Experience in SOE, workstation and patch management via Kaseya, SCCM and Intune
In return we offer a supportive team environment where collaboration and support from your leaders and peers is the norm.
We’ll invest in your development and long-term future and we can promise you a variety and enough challenge to keep things engaging across the wide variety of customers we support.
Required Skill Profession
Computer Occupations
📌 Service Desk and Onsite Engineer (Kandji MDM)
🏢 Canon
📍 Australia