IT Service Desk Engineer

1 month ago

Melbourne, Victoria, Australia Technetics Full time
About the Job

We are seeking an experienced IT Service Desk Engineer to join our team as a Client Support Specialist. In this role, you will be working closely with our Service Desk Team to deliver exceptional customer service experiences.

As a Client Support Specialist, you will be responsible for managing and resolving client incidents and requests in a timely and professional manner. This includes adhering to Incident, Problem, and Change Management processes as per company customer standards (ITIL Framework).

You will also be required to amend and maintain technical documentation and knowledge base for customer environments, provide after-hours on-call assistance and/or escalation on a rotating basis, and work closely with the Service Desk Manager on recommendations for internal changes to processes/systems/controls prior to implementation.

The ideal candidate will have excellent client service skills, communication skills, and be a team player. You will have minimum 2–3 years' experience in a similar role and hold a tertiary qualification and current industry certifications.

Job Responsibilities
  • Administering and maintaining a range of systems and networks across a large client portfolio.
  • Supporting clients to resolve high-level IT issues escalated within the Service Desk in a timely and professional manner.
  • Supporting L1 engineers for escalated IT issues within the Service Desk in a timely and professional manner.
  • Answering calls and driving first-time resolution on the Service Desk whilst contributing to maintaining a high level of customer satisfaction.
  • Completing all assigned tickets within agreed SLA timeframes.
  • Consistently achieving high feedback scores on client surveys.
Key Requirements
  • Excellent client service skills, communication skills, and teamwork.
  • Minimum 2–3 years' experience in a similar role.
  • Tertiary qualification and current industry certifications.
  • ITIL Foundations certification (highly desirable).
  • A full Driver's License and own car to attend client sites.
  • Australian Citizenship or Permanent Resident mandatory.
Benefits
  • An attractive salary package, including free onsite parking.
  • Exposure to the latest technologies.
  • A hybrid working environment with flexibility.
  • A professional and inclusive company culture.
  • Friendly and open-door management team.
  • Sponsored training and career development opportunities.
Estimated Salary: $80,000-$100,000 per annum

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