UEC Support Engineer
Location: Melbourne
Salary: AUD 82,544- 87,992 Annual Gross
Key Responsibilities
* The role is expected to carry out following function/activities as part of this job.
* Provide L2 support to EUC environment in compliance with established IT Service management processes and meeting agreed SLAs.
* Provide hands and feet support for all EUC devices (Windows PC, Apple devices, mobile devices, peripherals).
* Maintains, repairs and troubleshoots desktop/laptop OS, hardware and software packages.
* Provide L1 support for desktop applications (Outlook, MS Teams, Skype, SharePoint, MS Office, Zscaler, other COTS applications).
* Troubleshoot issues related to VPN and antivirus.
* Desktop printer configuration and troubleshooting.
* Provide L1 support for VDI issues.
* Re-image machines.
* Troubleshoot issues with software deployment.
* Assist users with user account related issues.
* Perform tech bar support as per customer requirement.
* Fulfillment of service requests.
* Provide support to users for data migrations and user profile migrations.
* Collection and safe disposal of old devices.
* Deliver new mobile devices to users.
* Help users configure mobile devices for usage in customer environment.
* Support users for issues with mobile devices and interface with vendors to resolve them.
* Swap devices for users and provide local assistance for issued faced.
* Support for Apple devices including patch management.
* Hardware Asset Management.
* Works with third party vendors as required for incident and service request resolution.
* Stay current on technology suitable for client environment (i.e. software, desktop images, and hardware).
* Travel to satellite client offices as required.
* Complete any client specific certifications needed for performing the job.
* Work with offshore teams.
* Supporting Executive's / VIP's.
Essential Qualifications
* 5-7 years' experience supporting EUC devices in IT Infrastructure function.
* Good experience in troubleshooting desktop/laptop issues.
Preferred Qualifications
* Experience in supporting Apple Devices.
* Experience in providing ITIL based support for EUC environment.
* Good understanding of ITIL processes.
* Experience working with hardware and software vendors.
* Experience in providing support to printers, scanners and fax machines.
* Basic knowledge of VPN, VDI and antivirus technologies.
* Experience in re-imaging machines.
* Good skills in patching and software deployment.
* Experience in supporting corporate mobile devices.
* Must have knowledge of typical desktop applications (Outlook, MS Teams, Skype, SharePoint, MS Office).
* Good understanding of Microsoft Active Directory, DHCP and DNS.
* Good understanding of user profile management.
* Attention to detail and strong organizational skills.
* Effective communication and collaboration within a team.
* Adaptability to changing priorities and ability to work in a fast-paced environment.
* Excellent Customer Interfacing and Vendor Management Skills.
* Excellent Written and Verbal Communication skills.
* Strong attention to detail and outstanding analytical and Problem-Solving skills.
Benefits
* Income Protection Insurance.
* Paid Parental and Volunteer leaves.
* Employee Assistance Program (EAP).
* Flexible working arrangements (hybrid, reviewed case-by-case basis).
* Health Insurance Discount and Well-being Program.
* Access to Fitness and Gym Memberships.
* Salary packaging and novated leasing.
Equal Employment Opportunity
All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.
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