Senior Service Desk Engineer

19 hours ago

Melbourne Victoria Australia Starboard IT Full time $80,000 - $120,000 per year

Company Overview: Starboard IT is a national Managed & Professional Services Provider, with a commitment to excellence and a personalised approach, and we pride ourselves on delivering high-quality services tailored to the unique needs of our clients. We are seeking a highly skilled and experienced Senior Service Desk Engineer to join our dynamic and innovative team.

We prioritise cloud first strategies for our clients (AWS & Azure), but support varied traditional on-premises environments as well..

At Starboard IT you can expect to find a 'can-do' attitude across the business, and we pride ourselves on a supportive and inclusive environment that drives successful, robust solutions for our customers and career growth for our employees.

Position Overview: As a Senior Service Desk Engineer, you will play a crucial role in providing advanced technical support and troubleshooting complex issues, while ensuring the highest level of customer satisfaction. This position requires a deep understanding of IT infrastructure, excellent communication skills, and a commitment to delivering exceptional service.

Key Responsibilities:

Technical Support:

  • Provide expert-level support for complex technical issues.
  • Troubleshoot and resolve hardware, software, and infrastructure-related problems.
  • Collaborate with other team members to ensure timely issue resolution.
  • Participate in on-call roster.

Customer Relationship Management:

  • Build and maintain strong relationships with clients through effective communication and issue resolution.
  • Serve as a point of contact for clients, ensuring a positive experience and customer satisfaction.

Incident Management:

  • Manage and prioritise incidents, and follow established escalation processes, to meet Service Level Agreements (SLAs).
  • Document and track issues using a ticketing system, ensuring accurate and thorough information.

Infrastructure Management:

  • Contribute to the design, implementation, and maintenance of IT infrastructure solutions.
  • Provide guidance and expertise in infrastructure-related projects.

Continuous Improvement:

  • Identify opportunities for process improvement and contribute to the development of best practices.
  • Stay current with industry trends and emerging technologies to enhance service offerings.

Qualifications:

  • 3-5 years of experience with an MSP.
  • In-depth knowledge of IT infrastructure, including hardware, software, servers, and networking.
  • Strong proficiency in troubleshooting and problem-solving.
  • Relevant certifications such as ITIL, CompTIA A+, Microsoft Certified: Azure Solutions Architect Expert, or equivalent.
  • Excellent communication and interpersonal skills.
  • Proven ability to work collaboratively in a team environment and autonomously.

Apply now by emailing your CV and cover letter to  

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