Service Desk Engineer

6 days ago

Melbourne, Victoria, Australia Technetics Full time
About the Role

We are seeking a highly skilled and experienced Service Desk Engineer to join our team at Technetics Consulting. As a Service Desk Engineer, you will play a critical role in providing exceptional customer service and technical support to our clients.

Key Responsibilities
  • Deliver high-quality customer service experiences while working in a highly motivated and collaborative Service Desk team
  • Manage and resolve client incidents and requests to meet required 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
Technical Requirements
  • Supported MS and O365 Services (Exchange Online, SharePoint Online, OneDrive, MS Teams)
  • Exposure to Microsoft Services; MS Intune (MDM), Advanced Threat Protection (ATP), Multi-Factor Authentication (MFA), and Conditional Access
  • Supported Windows Server and Virtualization Technologies
  • Experience with Backup technologies
  • Experience with Active Directory and Exchange Server administration
  • Experience with supporting Infrastructure monitoring and alert management
  • Strong knowledge of Windows and MAC operating systems, inclusive of support and upgrades
  • Experience with Anti-Virus products
Desirable Skills
  • Networking knowledge in routing, switching, firewall troubleshooting, management, maintenance, and administering infrastructure autonomously and/or within a team (Firewalls, Switches, Routers, WAP's, LAN, WAN, VPN, Voice)
Core 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 while 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
  • Assisting with patch management regimes, anti-virus compliance, and infrastructure maintenance for managed clients
  • Assisting with the onboarding of new clients and adoption of new technologies
  • Providing recommendations for improvements to client's infrastructure and IT processes
  • Working closely with technical leads on other knowledge domains
  • Working within a rotational on-call roster
  • Role may require travel to various client sites in Victoria for scheduled or ad-hoc visits
  • Consulting with the Service Desk Manager on recommendations for internal changes to processes/systems/controls prior to implementation
  • Willing to work additional hours to meet the demands of the business and deliver exceptional client service
Additional Benefits
  • Free all-day street parking on offer, which most staff make use of
  • Support in the form of career development via individual development plans and individual training agreements aligned to vendor partnerships and current and emerging technologies
  • Currently, we have a split in place allowing staff to work from home 2 days per week and 3 days from the office
Requirements
  • Excellent client service skills, communication skills, a team player, reliable, and a professional individual
  • IT experience in multi-server, multi-site, multi-domain environments
  • Minimum 2-3 years' experience in a similar role
  • Tertiary qualification and current industry certifications
  • ITIL Foundations certification (highly desirable)
  • Must have a full Driver's License and their own car to attend client sites
  • Australian Citizenship/Permanent Resident mandatory
Additional Requirements
  • Provide and maintain documentation
  • Willingness to take the lead in the resolution of complex Level 1 Service Desk IT issues and/or outages
  • Assist with critical incident reviews and other client reports
  • Experience working for an MSP and can hit the ground running quickly, understands the local market, and can operate at the pace of an MSP of our size
  • Experience carrying out audits and assisting with technical onboardings of new clients from other providers or internal support teams
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
Equal Opportunity Employer

Technetics Consulting is an equal opportunity employer and encourages individuals from diverse backgrounds to apply. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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