Senior Service Desk Engineer

4 weeks ago

Melbourne, Victoria, Australia at 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 through to successful project delivery. We are a collaborative team of talented, technology-loving individuals who enjoy the challenge of delivering tasks and projects efficiently from start to finish.

Purpose of the role:

The Senior Service Desk Engineer provides client-facing technical support focused on high-quality resolutions, excellent customer service, and continuous Service Desk improvement.

This role involves providing MS Service Desk support, mentoring junior team members, handling escalated and complex tickets, and leading professional services engagements including consultations and technical projects.

The ideal candidate will have a proactive approach, contributing to ongoing improvements and automation.

Key Responsibilities and Duties:

  • Final escalation point for critical or complex technical issues
  • Lead root cause analysis and implement preventative measures
  • Provide technical direction and resource coordination
  • Manage and maintain high-availability systems and infrastructure
  • Lead small to medium technical projects
  • Resolve service desk tickets, including complex and L3 escalations
  • Respond promptly to MS issues and requests
  • Provide technical support in person or remotely
  • Test new technology or systems
  • Review and implement solutions to address major issues
  • Monitor and manage installed systems and infrastructure
  • Guide and support IT support staff in resolving issues
  • Analyze and optimize system performance
  • Manage key MS client/stakeholder accounts and provide reports
  • Document and update client environments
  • Maintain technical procedures and reports for the organization

Skills and Requirements:

  • Expert knowledge of Microsoft, cloud, and networking technologies
  • Experience leading technical projects
  • 4-5 years of IT support experience with proven L3 capabilities
  • Understanding of ITIL principles and documentation skills
  • Working knowledge of Apple products
  • Senior industry certifications (Microsoft, Azure, AWS, Cisco, Fortinet)
  • Strong customer service and communication skills
  • Ability to prioritize and manage multiple tasks
  • Analytical problem-solving skills
  • Team-oriented with a proactive attitude
  • Successful employment contingent on AFP Police clearance
  • Australian residency, citizenship, or valid work visa

General Compliance:

  • Ensure a safe working environment compliant with WHS legislation
  • Promote and adhere to company policies, procedures, and Code of Conduct
  • Comply with corporate and government regulations, including information security policies

Additional Information:

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Your application will include questions about your right to work in Australia, years of Service Desk Engineer experience, and expected salary.

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