Deskside Support Technician

Company Overview

EIL Global IT Solutions and Services Pvt Ltd is a reputed IT services provider, delivering innovative solutions across the Asia Pacific and EMEA regions. Headquartered in Adelaide, Australia, EIL Global specializes in desktops, servers, networks, and data center technologies.

Job Overview

We are seeking a Deskside Support Technician to join our team in Newcastle. This is a full-time, mid-level position requiring a minimum of 4 years of relevant work experience. The successful candidate will be responsible for providing efficient technical support, focusing on a wide range of IT services and solutions.

Qualifications and Skills

• Minimum of 4 years experience in IT support, highlighting expertise in troubleshooting and resolving technical issues effectively.
• Must have proficiency in desktop support (Mandatory skill) to ensure all end-user systems are functioning seamlessly.
• Strong ability to troubleshoot Windows operating systems, offering timely solutions to maintain optimal performance.
• Experience in Mac OS support, ensuring smooth operation and resolving Apple-specific issues promptly.
• Active Directory management skills for user account handling, group policy management, and permissions oversight.
• Proficient in Office 365 administration, covering user management, mailbox setup, and Office suite troubleshooting.
• Knowledge of VPN configuration to secure remote connections and maintain data confidentiality for remote users.
• IT Technician expertise in managing physical and virtual devices within data centers, ensuring uptime and reliability.
• Proficiency in Workstation Management Services and Mobile Device Management for various platforms including iPhone, iPad, Android, and Windows devices.
• Knowledge and experience in IMACD operations, Break-Fix services, and assisting with Data Centre Network and Device support.
• Skills in managing collaboration services and VIP user support.

Roles and Responsibilities

• Provide comprehensive deskside support across multiple locations, including troubleshooting, installations, and technical guidance.
• Monitor and manage end-user tickets in a timely manner, ensuring quick resolution and user satisfaction.
• Maintain and update records of hardware and software inventories, keeping track of all IT assets.
• Coordinate with third-party vendors for equipment procurement, repairs, and warranty claims as necessary.
• Develop and implement IT procedures and policies to enhance support service efficiency and effectiveness.
• Assist in user onboarding and training, ensuring a smooth transition for all new employees and upgrades.
• Participate in ongoing education and training for emerging technologies to remain updated in the field.
• Provide data centre support by ensuring the reliability and redundancy of critical systems and infrastructure.
• Perform manual software installations and configurations, including onboarding app/software deployment and workstation imaging.
• Manage end-user devices and ensure compliance with customer Security Policies, coordinating disposals or returns of assets as needed.
• Engage in "Helping Hands" support activities for both data centre networks and telephony devices.
• Handle service requests and coordinate with customer support for high-priority incidents according to defined SLAs.
• Ensure data integrity and compliance by managing data backup, restore, and wipe procedures.
• Provide updates and communication to customers regarding each activity performed at client locations.

If interested, please share updated CV or references (friends who will be interested for this role)