Senior Service Desk Engineer

1 week ago

Perth, Western Australia Starboard IT Full time

About Starboard IT:
Starboard IT is a national Managed & Professional IT Services Provider. We work with our clients to understand their requirements and provide expert IT consultation to successfully deliver their IT projects. We are a collaborative team of talented, technology-loving individuals who enjoy the challenge of delivering tasks and projects from start to finish.

Purpose of the role:

The Senior Service Desk Engineer provides client-facing technical support, focusing on delivering high-quality resolutions, excellent customer service, and contributing to the continuous improvement of the Service Desk.

This role involves providing MS Service Desk support, mentoring junior team members, handling escalations, and leading professional services engagements such as consultations and technical projects.

The ideal candidate will have a forward-thinking approach, contributing to automation and process improvements.

Key Responsibilities and Duties:

  1. Act as the final escalation point for critical or complex technical issues.
  2. Lead root cause analysis and implement preventative measures.
  3. Provide technical direction and coordinate resources.
  4. Manage and maintain high-availability systems and infrastructure.
  5. Lead small to medium technical projects.
  6. Ensure the successful closure of service desk tickets, including complex and level 3 escalations.
  7. Respond promptly to MS issues and requests.
  8. Provide technical support both in person and remotely across the company.
  9. Test new technologies and systems.
  10. Review, propose, and implement solutions to address root causes of major issues.
  11. Monitor and manage installed systems and infrastructure.
  12. Guide and support other resources and support staff in resolving technical problems.
  13. Assist service desk team members with technical steps to resolve issues.
  14. Analyze, monitor, and optimize system performance.
  15. Manage key client/stakeholder relationships, including providing regular reports.
  16. Document and update client environments and procedures.
  17. Maintain technical support procedures and reports for the organization.

Skills and Requirements:

  • Expert knowledge of Microsoft, cloud, and networking technologies.
  • Experience leading technical projects.
  • Minimum 4–5 years' IT support experience with proven Level 3 capabilities.
  • Understanding of ITIL principles and strong documentation skills.
  • Working knowledge of Apple products.
  • Senior industry certifications such as Microsoft, Azure, AWS, Cisco, and Fortinet.
  • Strong customer service and communication skills.
  • Ability to prioritize and manage multiple tasks.
  • Analytical problem-solving skills.
  • Team-oriented with a proactive attitude.

Note: Continued employment is subject to successful AFP Police clearance, Australian residency, citizenship, or a valid working visa.

General Compliance:

  • Ensure a safe work environment per WHS legislation.
  • Promote and adhere to company policies, procedures, and the Code of Conduct.
  • Comply with corporate and government regulations, including security policies.
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