Level 2 Desktop Support Officer

2 weeks ago


Perth, Australia Secure Agility Full time

**Who are we?**
Secure Agility is a provider of Professional Services, Managed Services, Cloud, Talent Management and Procurement to both Public and Enterprise Customers across Australia.

**What is the role?**
Join our team as the first point of contact for technical support for a dedicated Managed Services customer. This role will be required to work in Jandakot with occosional visits to both Canning Vale and Henderson, providing on-site support to their end users.

**The key aspects of this role include**:

- Windows 7, 10 & O365 support
- A proven and strong understanding of Citrix desktop and thin client support
- Updating permissions and access in Active Directory
- Networking troubleshooting (connectivity, restarting of equipment)
- Hardware provisioning - small hardware repairs
- Mobile, Laptop & iPad troubleshooting
- Report back to Head Office any areas of IT improvement, eg: IT Communications room requires physical locks, Communication cabinets require network cable clean-up, poor WiFi experience at certain locations onsite
- Willingness to review overall team queue and assist with backlog in other states when required
- Contribute findings with national helpdesk team and offer guidance on site specific issues
- Escalate to Level 3 and the MDM partner where necessary
- 2.5 days per week, working hours could be 8-4 or 9-5 - Monday, Wednesday & half day Friday
- Must have own vehicle & drivers license

**The key skills required for this role include**:
You will be an investigator; someone who enjoys solving problems and making customers happy Your attention to detail will be one of your strongest skills as you don't miss a trick and ask lots of questions You will be a friendly and approachable person who works well on their own, or as part of a team.
- A proven and strong understanding of Citrix desktop and thin client support
- Strong understanding of Windows 10 and comfortable to rebuild these via software tools, but also able to diagnose hardware faults
- Familiar with networking equipment such as switches and routers
- Demonstrated ability to build rapport with onsite staff
- Customer experience is to be at the forefront of all work conducted
- Experience working to SLA's, creating and managing tickets across multiple customers
- Excellent customer service skills and the desire to resolve issues effectively and efficiently
- Ability to obtain a police and working with children check



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