Managed Service Desk Engineer

4 days ago

Canberra, ACT, Australia ASI Solutions Full time
About ASI Solutions

At ASI Solutions, we empower businesses to maximize their technology investment by providing innovative IT solutions that streamline processes and transform capabilities.

We specialize in all areas of IT, from hardware and software procurement to complete managed services, and pride ourselves on having the best team in the industry to deliver exceptional results.

Job Overview

We are seeking a tech-savvy Managed Service Desk Engineer to join our national Managed Services team in Canberra. As part of this team, you will be responsible for managing customer environments, resolving technical issues, performing routine maintenance, and creating accurate and detailed reports and documentation.

Key Responsibilities
  1. End-User Support: Provide diagnostic troubleshooting and support for all supported end-user software and hardware issues. Respond to support tickets in a timely and professional manner, ensuring all issues are effectively resolved or escalated.
  2. Client Communication: Keep clients informed about their system status and incident resolutions. Produce clear and concise documentation for issue tracking and resolution.
  3. Proactive Monitoring: Work closely with the internal teams to ensure systems are continuously monitored. Proactively identify and address potential issues before they impact users.
A Bit About You
  1. Good communicator with a natural aptitude for dealing with people.
  2. Australian citizenship (essential due to client requirements).
  3. Good network, server, and workstation diagnostic skills.
  4. Work well in a busy team, being quick to learn and able to deal with a wide range of issues.
  5. Previous experience in a Technical Support, Managed Services or similar role.
  6. Prior experience with providing/supporting an outsourced service delivery environment and supporting end users.
  7. Basic knowledge of the OSI model, switching and internet routing technologies (to junior network administrator level).
  8. Basic understanding of network monitoring concepts and management tools.
  9. Experience with Windows Server Administration (Active Directory, File Services, DNS and DHCP), Microsoft Exchange (On-premise or Office 365).
  10. Experience with virtual environments (Hyper-V, VMWare, Hyper Converged Infrastructure).
  11. Experience with cloud hosted systems (Office 365, Microsoft Azure, Google G Suite).
  12. Experience with backup software (datto, Veeam).
  13. Experience of analysing system and network performance using monitoring and graphical data.
  14. Experience of diagnosing network and server issues, following them through to resolution.
  15. Exposure to scripting basics.
  16. Able to collate and interpret data from various sources.
  17. Ability to assess faults, prioritise, respond and escalate accordingly.
  18. Capable of multi-tasking, good time management and prioritisation of workload.
  19. Clear communicator (both written and verbal).
  20. Clear documentation skills.

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