Help Desk Technical Specialist

2 days ago

Melbourne, Victoria, Australia beBeeEngineer Full time $90,000 - $120,000

Are you looking for a challenging role that combines technical expertise with excellent customer service skills? We have an exciting opportunity for an IT Services Desk Engineer to join our team.

This is a hybrid role that requires flexibility to work from home on certain days and provides the opportunity to support our customers across a wide variety of technologies. As an IT Services Desk Engineer, you will provide Level 1 and Level 2 support, delivering exceptional service to our clients.

Key Responsibilities
  • Provide 1st and 2nd Level support to our customers
  • Troubleshoot hardware and software related issues
  • Strong technical troubleshooting skills are essential for this role
  • Respond to client support tickets in a timely and professional manner
  • Log incidents and service requests in the relevant ITSM tool
  • Escalate issues to 3rd Level support teams or 3rd party vendors where appropriate
  • Provide onsite face-to-face and remote technical support to our customers
  • Perform administrative tasks, including AD, O365/Exchange, etc.
  • Assist with customer walk-ins, floor walks and configure hardware/software
  • Maintain and manage customer assets, warranty and hardware returns

As a successful IT Services Desk Engineer, you will have a strong customer service focus and a broad technical skillset. You should be organised, have excellent communication skills and great attention to detail. The role requires flexibility as you will operate at both the Service Desk and onsite at customer premises.

Requirements
  • 3+ years IT hands-on experience in a Managed Services Environment
  • 2+ years working in a Service Desk environment
  • 2+ years providing onsite customer support
  • 3+ years working in a Desktop Management capacity
  • Hands-on experience with Intune and Kandji MDM for cross-platform device management, including deployment, compliance, and security of Windows, macOS, and iOS devices
  • Certifications desired (CCNA, CWNA, MCSA, MCSE or equivalent)
  • Experience in Microsoft Server (2003-2016) and Azure AD including AD, Group Policy, PowerShell scripting, Sites/Services, DHCP, File/Print, DFS, Replication, Storage, WSUS etc.
  • Experience in installing PC, Monitors, Software and Network Printers
  • Experience in SOE, workstation and patch management via Kaseya, SCCM and Intune

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