Service Desk Agent

2 days ago

Melbourne, Australia SXiQ Full time

Cloud Services Company
- Flexible Working environment
- Remote Working Opportunity

SXiQ is a fast paced, high energy, Cloud Services business that works across a range of industries with leading Australian organisations. Operating across a variety of technical environments, we partner with both AWS and Microsoft to provide both cloud-in-a-box and hybrid cloud solutions through intelligent cloud orchestration and interconnectivity.

We specialise and support our clients across three pillars:

- Multi-Cloud Services
- Digital transformation
- Cybersecurity

Our Mission is to help our customers **unleash the immense technical and business **benefits of the cloud, so they can drive **faster innovation, smarter insights and disrupt their industries in ways they never imagined possible**.

Our mission is ultimately **about helping our customers enhance their own competitive advantages **and take their digital transformation further and deeper.

**Key responsibilities**:

- Actively participate in after hours on call support rosters (additional money is paid for this)
- Help define and contribute to knowledgebase articles and knowledgebase management for best practice standards
- Ensure that customer support documentation is constantly being written, improved and consistently utilised
- Assume end-to-end responsibility for each Incident and Service Request logged through the Service Desk to minimise redundant contacts with the end user.
- Actively contribute to profitable running of the Managed Services team by providing high quality, responsive and efficient support services
- Ensure that customer support documentation is constantly being written, improved and consistently utilised
- Communicate regularly and openly with SXIQ teams regarding the status of incidents, service requests, change and problem records
- Strive to meet and exceed contractual SLAs; escalate in a timely manner when SLAs are at danger of being missed

**Required Skills**:

- Tertiary qualifications in IT and 2+ years industry experience
- Current or working towards certifications in Azure and/or AWS
- Familiarity and experience with ITSM tools (e.g. ServiceNow), monitoring and event aggregation tools (e.g. PagerDuty, DataDog)
- Working knowledge of on-prem as well as Azure/AWS based cloud infrastructure (IaaS) to support client environments
- Solid M365 understanding
- Good technical aptitude and problem solving
- Generalist technical skills and mind-set

**Benefits of working at SXiQ**
- We live our core values: Insightful, Inquisitive and Intuitive
- Opportunity for career growth
- Flexible working arrangements
- Work with industry experienced professionals
- Performance Bonus
- Professional Development
- Company social events
- Focus on employee health and wellbeing

**Interested?

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