Desktop Engineer L1

4 weeks ago

Melbourne, Victoria, Australia Iron Systems, Inc Full time
Main Duties And Responsibilities
  • Install, upgrade, support, and troubleshoot Windows, Mac and any other authorized desktop software/applications.
  • Install, upgrade, support, and troubleshoot. Eligible Recipient Workspace Hardware such as Desktop, Laptops, Printers, Mobile Devices, Video and Conferencing Equipment and any other authorized peripheral equipment and devices
  • Perform general preventative maintenance tasks on devices and software
  • To follow and execute instructions provided by Subject Matter Experts
  • Provide onsite hand and eye support (Smart hand Support) to the customer/OEM SME's towards Install, upgrade, support and troubleshooting of devices in Network and Compute environment
  • MSI standard software installations/troubleshooting, driver updates, PC tuning activities, reimaging, security, encryption (BitLocker), antivirus.
  • Application installation, support, user assistance (MSI standards such as Google suite, okta, vpn, dialpad, Adobe, Microsoft, iprocurement)
  • To assist users with any logged IT related incident when called upon
  • To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible within SLAs; escalating incidents to other support teams where necessary
  • To accurately record, update, and document requests using the IT service desk system
  • To maintain a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner
  • Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
  • To be a highly motivated team player with the skills and ability to manage changing priorities
  • To create, maintain, and publish relevant support documentation in order to assist all Eligible Recipients with the quick resolution of their incidents and service requests and enable users to become more self-sufficient
  • Be willing to attend training as necessary to keep up-to-date with the latest technology and internal system processes
  • To attend training courses as identified and agreed for appropriate development
  • To contribute towards reporting as per customer requirement
  • Any other tasks as assigned and within the skillset of the person
Skills
  • Technical Skills: Good general understanding of IT principles such as ITIL, Desktop/Laptop Support, Windows Admin, Networks, Hardware and Domains

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