Service Desk Specialist

4 days ago

Melbourne, Victoria, Australia Technetics Full time
About the Role

The Service Desk Engineer will be working closely with the Service Desk Team and will be integral in driving success through quality of Teamwork, Customer service and Service delivery.

The successful candidate will excel within our professional, motivated, friendly and fast-paced MSP consulting environment while enjoying our enviable people-first culture.

Who We Are?

Technetics Consulting is a leading medium-sized Managed Service Provider (MSP) in the Infrastructure, Cloud Services, Security & Solutions space.

We pride ourselves on being technology enablers for our clients whilst providing improvements and value beyond their expectations.

Key Responsibilities
  • Delivering a high quality of customer service experiences while working in a highly motivated and collaborative Service Desk team.
  • Manage and resolve client incidents and requests to meet required Service Level Agreements (SLA's) working from a queue and assigned tickets.
  • Adhere to Incident, Problem and Change Management processes as per company customer standards (ITIL Framework).
  • Amend and maintain technical documentation and knowledge base for customer environments.
  • Provide after hours on-call assistance and/or escalation on a rotating basis.
Requirements
  • Local IT experience in multi-server, multi-site, multi-domain environments.
  • Windows server and workstation administration skills.
  • Experience with hardware troubleshooting and upgrades.
  • Microsoft 365 administration and troubleshooting skills.
  • Experience with Backup technologies (on premise and cloud).
  • Experience with Virtualisation Technologies (VMware and/or Hyper V).
  • Intermediate Networking skills – routing / switching / wireless.
  • Experience with Infrastructure monitoring and alert management.
  • Excellent client service and communication skills.
  • MSP experience and/or experience with supporting schools is highly advantageous.
  • Car/License required for onsite field work.
  • Flexibility to work in office and at client premises is essential.
  • Australian Citizenship or Permanent Residency.
  • Ability to obtain a Working with Children Check.
Desirable Skills
  • Cloud services exposure/experience desirable (MS Azure).
  • Anti-Virus management and Microsoft update deployment experience.
  • Administration experience with hosted VOIP solutions.
  • Experience with Connect Wise, IT Glue, Kaseya toolsets or similar products.
  • Microsoft and/or Networking certifications would be superb.
  • Experience providing support for Apple devices in corporate or educational institutions.
Why Choose Technetics?
  • Attractive salary package and free onsite parking.
  • Exposure to the latest technologies.
  • Hybrid working environment with flexibility.
  • Professional and inclusive company culture.
  • Friendly and open-door management team.
  • Sponsored training and career development opportunities.
  • Regular company events and recognition programs.
  • Established 20 years young company with national presence.

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