Service Desk Agent

2 weeks ago


Melbourne, Victoria, Australia SXiQ Full time
Cloud Services Company

  • Flexible Working environment
  • Remote Working Opportunity


SXiQ is a fast paced, high energy, Cloud Services business that works across a range of industries with leading Australian organisations.

Operating across a variety of technical environments, we partner with both AWS and Microsoft to provide both cloud-in-a-box and hybrid cloud solutions through intelligent cloud orchestration and interconnectivity.

We specialise and support our clients across three pillars:

  • Multi-Cloud Services
  • Digital transformation
  • Cybersecurity


Our Mission is to help our customers
unleash the immense technical and business benefits of the cloud, so they can drive
faster innovation, smarter insights and disrupt their industries in ways they never imagined possible.


Our mission is ultimately
about helping our customers enhance their own competitive advantages and take their digital transformation further and deeper.


Key responsibilities:

  • Actively participate in after hours on call support rosters (additional money is paid for this)
  • Help define and contribute to knowledgebase articles and knowledgebase management for best practice standards
  • Ensure that customer support documentation is constantly being written, improved and consistently utilised
  • Assume endtoend responsibility for each Incident and Service Request logged through the Service Desk to minimise redundant contacts with the end user.
  • Actively contribute to profitable running of the Managed Services team by providing high quality, responsive and efficient support services
  • Ensure that customer support documentation is constantly being written, improved and consistently utilised
  • Communicate regularly and openly with SXIQ teams regarding the status of incidents, service requests, change and problem records
  • Strive to meet and exceed contractual SLAs; escalate in a timely manner when SLAs are at danger of being missed

Required Skills:

  • Tertiary qualifications in IT and 2+ years industry experience
  • Current or working towards certifications in Azure and/or AWS
  • Familiarity and experience with ITSM tools (e.g. ServiceNow), monitoring and event aggregation tools (e.g. PagerDuty, DataDog)
  • Working knowledge of onprem as well as Azure/AWS based cloud infrastructure (IaaS) to support client environments
  • Solid M365 understanding
  • Good technical aptitude and problem solving
  • Generalist technical skills and mindset

Benefits of working at SXiQ

  • We live our core values: Insightful, Inquisitive and Intuitive
  • Opportunity for career growth
  • Flexible working arrangements
  • Work with industry experienced professionals
  • Performance Bonus
  • Professional Development
  • Company social events
  • Focus on employee health and wellbeing
**Interested?
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