Global End User Services Support, Sydney

KKR is a leading global investment firm that offers alternative asset management and capital markets and insurance solutions. With offices in over 20 cities across 16 countries and 4 continents, KKR sponsors investment funds that invest in private equity, credit and real assets and has strategic partners that manage hedge funds. KKR’s insurance subsidiaries offer retirement, life, and reinsurance products under the management of The Global Atlantic Financial Group.

As a firm we manage investments across multiple asset classes and as individuals we are encouraged to think creatively to solve problems, explore opportunities, take on new responsibilities and challenges, put our clients first and contribute to our communities. We often measure success over years, not quarters. We value integrity in all that we do, whether it’s presenting numbers accurately or being open and honest with a portfolio company executive. People want to do business with those they like and trust. It’s a mantra instilled in all of us from the top down.

At KKR, we believe that diverse teams increase performance and produce better results. Teams consisting of employees with varied backgrounds and perspectives will help strengthen our Firm and our investment decisions. Therefore, in an effort to enhance the diversity of our organization, we are particularly focused on recruiting talent that will bring different experiences, capabilities, skills and viewpoints to our organization.

**Position Summary**

**Responsibilities**
- Perform remote and on-site troubleshooting through efficient troubleshooting methodology
- Test and deploy hardware and software solutions as part of new deployments, break-fix issues and move-add-change
- Proactively reach out to customers about their technology needs and address issues before they occur
- Follow up with customers to ensure their technology needs are being met and issues are resolved
- Update and maintain technology knowledgebase with customer-facing and internal troubleshooting documentation
- Track and thoroughly detail technology issues through service management system
- Identify issues, propose solutions and test new technologies or process changes
- Manage end-user technology projects, such as migrations, deployments and introduce new technology solutions

**Requirements**:

- Proven experience as a Desktop Engineer troubleshooting complex technical problems
- Proven excellence in customer service, interpersonal and customer-facing skills
- Strong listening and problem-solving skills
- Provides prompt, clear and ongoing communication with end users to define clear expectations
- Experience troubleshooting conference rooms, Zoom/Teams conferencing issues, telephony systems, messaging platforms and collaboration tools
- Experience troubleshooting issues with Windows 10, Active Directory, DNS, DHCP
- Experience with VDI, virtual desktops, imaging workstations, deploying and troubleshooting break/fix hardware and peripherals
- Troubleshooting mobility issues related to MDM, MFA, mobile devices, VPN, laptops and remote connectivity
- Fluency with Microsoft Office and Exchange and strong troubleshooting knowledge; O365/Azure a plus
- Experience working with a service management system (ServiceNow, Remedy, Jira, etc.)
- Ability to quickly and effectively diagnose and resolve technical issues and eliminate repetitive issues both on-site and remotely
- End user-focused, excellent communication skills, and best-in-class customer support
- Certifications Preferred
- BSc/BA in IT, Computer Science or relevant field
- KKR is an equal opportunity employer. Individuals seeking employment are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, or any other category protected by applicable law._

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