## Service Desk EngineerApplylocations: Australia - Brisbane, QLD: Australia - Wetherill Park, NSWtime type: Full timeposted on: Posted Yesterdaytime left to apply: End Date: July 3, 2026 (27 days left to apply)job requisition id: R57487**Job Summary:**The Service Desk Engineer serves as a central point of contact between customers and the Corvanta operations team, combining frontline service desk delivery with technical customer support and systems administration. This role is critical to ensuring service requests are handled effectively and within agreed SLAs, while also maintaining the stability, reliability, and performance of Corvanta's hosted and remote platforms.**Job Description:****About the Role**As a Service Desk Engineer, you will act as a central point of contact between our customers and the Corvanta Operations team, combining frontline service desk delivery with technical customer support and systems administration. You will play a critical role in ensuring that service requests are handled effectively and within agreed SLAs, while also maintaining the stability, reliability, and performance of our hosted and remote platforms.**What you'll be doing:****Level 1 – First-Line Support & Triage****Ticket Management*** Log, triage, and categorise incoming requests from users via ticketing systems* Monitor and act on service requests submitted by customers or automated systems, ensuring all required information is accurately captured.* Correctly categorise service requests and verify the information required to complete them within the applicable SLA.**Basic Troubleshooting*** Resolve routine issues including password resets, software installation, and basic network or access problems.* Assign requests to the appropriate resources, ensuring they understand the requirements for completion.* Provide high-quality customer support, communicating effectively and tactfully with all stakeholders throughout the resolution process.**Escalation*** Recognise when an issue exceeds L1 scope and seamlessly escalate to the L2 or L3 teams.* Escalate any service requests needing additional information or anticipated to extend beyond the SLA.**Level 2 – In-Depth Technical Support****Complex Issue Resolution*** Diagnose and resolve deeper technical incidents involving server environments, hardware failures, or complex software configurations.* Respond to system status alerts, performing analysis and timely resolution in line with SLAs.* Troubleshoot complex system issues using tools as required* Perform operational maintenance, application upgrades, system and technical product troubleshooting, and system testing with support from development and platform team**System Administration*** Perform regular system maintenance, user provisioning, and monitoring of IT health.* Administer and support Production, UAT, Test and Development environments as required.* Proactively monitor platforms to ensure issues are detected and resolved before they become customer-impacting.* Update and maintain asset details in the asset management system and notify management of any required stock replenishments.**General****SLA Monitoring*** Ensure incident response and resolution times remain compliant with client contracts and defined SLAs.* Apply a sense of urgency, commitment, and focus on the right priorities in resolving customer issues in a timely manner.**Communication*** Provide clients with regular updates on ticket statuses, outages, and incident resolutions.* Lead issue resolution to successful conclusion by liaising with other team members as required.* Coordinate with customers, contractors and staff to effectively manage resources* Support customers through software releases rollouts with clear communication and guidance**Reporting & Optimisation*** Share knowledge within the team on recurring fixes and standard procedures.* Develop and maintain detailed documentation of solutions and systems.* Follow defined processes for incident, request, problem, change, and release management.* Extract data on service performance metrics to identify trends and propose preventive improvements.* Conduct monthly reporting reconciliation and assist in updating installation/maintenance manuals, work instructions, and investigative reports.* Complete maintenance field records with accuracy and ensure they are properly stored within the Service Desk Database.* Proactively identify process or platform improvements for regular and recurring tasks.**Other*** The position may involve occasional domestic travel within Australia.* Participating in an on-call roster, providing 24x7 support for priority 1 issues.* Work outside regular business hours may be required based on customer commitments and availability.**What you'll bring to the role:*** Experience in a Service Desk Engineer role or IT support, with a focus on scheduling, customer service, and SLA management.* Proven ability to deliver high-quality customer support, with strong interpersonal skills to communicate effectively with both technical and non-technical stakeholders.* Strong analytical and problem-solving skills to gather, interpret, and relay information accurately.* Experience administering complex environments, including Windows and Linux servers, ESXi and Hyper-V virtualisation, and AWS.* Experience in effectively troubleshooting complex system issues using tools such as Sysinternals Suite, SQL studio, and remote management tools.* Strong PowerShell knowledge and experience in scripting.* Understanding of database architectures and related infrastructure design such as SQL server.* Familiarity with software development methodologies covering all phases of the lifecycle.* Strong attention to detail in record-keeping, documentation, and data management.* Ability to multitask in a fast-paced environment, adjust priorities as needed, and manage time efficiently.* A professional approach, with the ability to translate technical issues into business language.* Ability to observe WH&S requirements associated with electrical equipment, datacentre environments, and server equipment handling.**Why Corvanta?**With a team who are truly dedicated and passionate about what they do, Corvanta understands the impact ambulance services providers have on people's lives. In an industry where providing essential health services and excellent care is paramount, it is crucial patients receive the right care, at the right time, at the right place.Corvanta is part of Modaxo, which brings together 30 brands that solely focus on People Transportation technology. Corvanta and Modaxo are part of the Constellation Software Group which is the largest IT company in Canada and has over 125,000 customers in more than 100 countries across the globe, with offices on almost every continent.**Please note:** Only applicants with Australian working rights will be considered for this role. You will be required to complete a National Police Check as part of onboarding.**Worker Type:**Regular**Number of Openings Available:**1
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