Service Desk Technician

Sparx Solutions is an IT Infrastructure Solution's Specialist that provides Network and Security Consulting services, Technology Training and Managed IT Services to Australia Service Provider and Enterprise markets.

We are currently seeking an experienced Service Desk individual who has strong skills in desktop and infrastructure support, and who is enthusiastic and ready to elevate their career experience in a growing and up-and-coming managed services provider.

About the role:
In the role you will be expected to provide 1st and 2nd level ICT support to the Sparx Solutions managed services clients. You will be responsible for responding to end-user requests and monitoring alerts. Additionally you will be involved with the development and maintenance of internal systems and managed services processes.

**Requirements**:
Key Responsibilities:

- Provide technical support to end-users at various organisational levels for Desktop, Server, Network and Security Infrastructure
- Provide effective communication during incidents and following up on outstanding customer queries
- Actively driving end-user requests, and monitoring alerts to resolution with a strong sense of ownership
- Assist in the setup and maintenance of network devices, including switches, routers, and firewalls, to ensure smooth and secure network operations.
- Maintain and create Knowledgebase articles
- Work with internal and external stakeholders, and third party support teams to maintain communication feedback loops during high priority incidents
- Monitoring system alerts and meeting customer SLA objectives
- Maintaining and supporting Sparx Solutions systems (CRM / RMM / IT Monitoring)
- Providing an exceptional customer service experience
- Aligning to ITIL framework best practices

**Requirements**:

- Proven work experience as a Level 1/2 Support Engineer or similar technical support role.
- Knowledgeable and experience in troubleshooting end-user and server technologies including: Microsoft Operating Systems, Active Directory ( On-premise and Azure AD), Desktop Software, Exchange, Microsoft Office 365, Intune and related products
- Basic Network troubleshooting experience (TCP/IP, VLANs, NAT, Security) is required
- Knowledge of Autotask advantageous
- ITIL Foundational Certificate and ITIL best practice alignment is advantageous
- The ability to troubleshoot methodically and escalate incidents when appropriate to meet business SLA objectives
- Excellent communication skills both written and verbal
- Flexibility to work after-hours and on-call as required
- Knowledge and experience working with ICT Management tools
- Full Working Rights and a full Drivers license necessary

**Benefits**

Sparx Solutions is a leading provider of data security and IT infrastructure solutions to Australian Enterprise and Government. Our reputation for dispensing Australia’s highest quality design, delivery and management has been consistently awarded by our peers. We work with a number of vendors and have a heavy focus on upskilling in house wherever possible. We have been listed in Fast Starters, Fast 50 and have no plans to slow down with an exciting future ahead in data security & IT infrastructure.
- Competitive salary package, annual salary review, performance bonuses, and incentives
- Regular company events and celebrations
- Opportunities for personal education and development funded by Sparx
- Study & Volunteer leave
- Employee referral bonus
- Career growth and succession opportunities across the business
- Diverse, and inclusive environment
- Wellness programs
- Employee discount platform
- Flexible workplace

We are looking for our Service Technician superstar to join the Sparx team as soon as possible. This is a permanent, full-time role and we are an on-site company located in Melbourne CBD, with flexibility to work from home on occasion.
- Please note that Sparx Solutions will request as part of the recruitment process, reference checks and verification of your right to work in Australia. You may also be required to undertake background checks and police checks for security clearance pertaining to specific job requirements._
- Sparx Solutions may require you to be fully vaccinated for COVID-19, in order to perform this role._