End User Services Technician

2 weeks ago

Sydney, Australia Apptio Full time

Overview:
**You**:
**Us**:
The IT End User Services team is a focused group with a global responsibility in a fast paced and dynamic Technology Business Management organization. The End User Services team is focused on all areas end user service delivery, tightly integrated with all other parts of IT and the wider organization to deliver first class support services.

**Responsibilities**:

- Provide excellent customer service at all levels of the organization, including executive leadership
- Resolve Tier 2 incidents and service requests
- Work efficiently and effectively in a fast-paced environment with deadlines
- Train new hires, departments, and groups on core Apptio IT services and new service offerings
- Utilize Configuration Management tools (Intune, Jamf Pro) to manage end user computing environment
- New hire provisioning and onboarding, primarily within the APAC region
- Create Knowledge Base articles (KB) by investigating and documenting incident root cause and resolution
- Provide local/remote support and troubleshooting across all geo-locations (APAC, US, EMEA)
- Act in a smart-hands capacity when needed by cross-functional teammates and peers
- Possess fundamental knowledge and basic understanding of network services and administration

Qualifications:
**Basic**

**Qualifications**:

- 3 years supporting in-office, remote, and executive level personnel
- 3 years supporting PC hardware with Windows 10 OS in a Windows Server Enterprise domain
- 3 years working within Azure and on-prem Active Directory environments
- 3 years supporting Audio/Visual technologies such as Zoom, poly, Teams
- Experience supporting the M365 (O365) suite
- 1 year working with Mac OS and Apple hardware in an enterprise environment
- Fluency in native language and English for verbal and written communications
- Ability to work both in-office and remote as needed

**Preferred Qualifications**:

- Customer-first attitude
- ITIL v3/ITIL 4 knowledge
- Experience with Jamf Pro (Apple) and Intune (Windows) management tools
- Experience working within ServiceNow
- Previous support of a global workforce
- Sound decision-making and prioritization capabilities

**The Company**

As an organization, Apptio has an established culture; it is open, transparent, and very customer focused. Leaders in the organization consistently showcase the following key attributes and look to build teams that embrace these qualities every day:

- Growth Mindset
- Dealing with ambiguity and change
- Take ownership and has accountability
- Customer-focused
- Foster an inclusive environment

Apptio, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Apptio, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable US federal, state, and local laws.

Apptio Inc. is not open to 3rd party solicitation or resumes for our posted FTE positions. Resumes received from 3rd party agencies that are unsolicited will be considered complimentary.

LI-CB1

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