Service Desk Engineer

Role Purpose

As a Service Desk Engineer at Platinum Technology, you'll be the communication superhero our clients rely on. We're seeking individuals with excellent communication skills, a customer-centric mindset, and empathy towards our clients. While desktop support experience is necessary, we value candidates eager to learn about Cloud, Security, Networking, and Project work. Expertise in technologies such as End User Compute, Cloud and Hybrid Infrastructure, Networking, and Microsoft Teams Calling is essential for resolving technical inquiries and providing exceptional customer experiences.
Your primary responsibility entails resolving requests and incidents received on the front line. Additionally, you will be expected to collaborate effectively with our Service Desk - Level 2 team to resolve those inquiries on your own where possible.

How will you make an impact

• Be the first line of support, responding to inbound calls, emails, and online chats professionally and efficiently.
• Engage in respectful interactions with clients, attending to their technology requirements and resolving requests and incidents to their satisfaction.
• Own all tickets through to resolution, ensuring accurate logging and constant tracking within our ticketing system, keeping clients updated on enquiries they have submitted
• Collaborate with the Service Desk – Level 2 team, Senior Technical Engineers and External Vendors to resolve incidents and service requests independently.
• Monitor client backups, hardware failures, and business-critical applications to address issues proactively.
• Create, maintain, and update internal documentation, providing feedback for ongoing improvement.
• Proactively identify areas for improvement and make recommendations to enhance our services.
• Support cloud solutions, including Microsoft 365, Azure AD, and AWS services.
• Support on-premises infrastructure, including servers, end-user devices, network products, 3rd party applications, and hardware, among other responsibilities.
• Stay up to date with technology, industry trends, and developments.
• Collaborate closely with our Onsite Services Engineers, Senior Technical Engineers, and Management team.
• Collaborate closely with our Lead Service Desk Engineers, Service Desk Engineers – Level 2 and Service Desk Manager

About You

• Must have Australian working rights.
• Strong work ethic and honesty.
• Excellent verbal, written, and oral communication skills.
• Good time management and organisational skills.
• Punctuality and reliability.
• Customer Service Experience
• IT Technical Support or a similar role.
• High level of customer service skills, able to relate to stakeholders at all levels.
• Practical communication skills with clients of diverse backgrounds and technical knowledge.
• Technical knowledge in Desktop Support and Microsoft 365.
• Strong problem-solving skills to efficiently address complex technical issues.
• Ability to work independently and as part of a team, with a proactive and solutions-oriented mindset.
• High self-motivation, adaptability, and willingness to take on new responsibilities.

Highly desirable

• IT Service Desk Experience
• Attention to detail and accuracy in documentation.
• Demonstrated experience analysing and improving business processes.
• Knowledge of working with IT Ticketing Systems including ConnectWise (Manage/Automate)
• Technical knowledge in Azure AD, Network Administration and Security Principals
• Fundamental Microsoft certifications including Modern Workplace (MS900) and Azure (AZ900)
• Administration-level Microsoft certifications including Modern Workplace (MS100) and Azure (AZ104)
• ITIL / ITSM certifications
• Tertiary Education in Information Technology (Degree and/or Diploma)

What's in it for you?

• Inspiring Work Culture:

Become an integral part of an award-winning company, where our commitment to creating an inspiring work culture is reflected in several accolades, including being a finalist in the Australian Financial Review's Best Place to Work in 2022. Experience genuine values that we live by, which is excellence, responsibility, urgency, care, integrity and teamwork.
- Rewards and Recognition:

As a valued team member, excellence is not only recognised but celebrated through various awards, including Team Member of the Month, Team Member of the Year, Service Awards, Smile Back Awards, and Book Worm Awards.
- Meaningful Benefits:

We understand the importance of maintaining a healthy work-life balance, which is why we provide paid birthday leave, study leave, well-being leave, and an Active Employee Program.
- Dynamic Journey:

We offer a dynamic and enriching work experience where every day brings on new challenges and opportunities. Working with MSP, you will immerse yourself in a diverse technical landscape, working with various technologies and collaborating with different individuals daily.

About Platinum Technology

Platinum Technology is an Asia Pacific-based organisation established in 2010, with the Head Office in Sydney. We specialise in IT Managed and Enterprise Consulting services for mid-market and large organisations. With deep technical expertise and extensive enterprise experience, Platinum Technology designs, implements, secures and manages Microsoft Cloud Infrastructure solutions. Platinum Technology is experienced at partnering with clients to turn their technology challenges into opportunities for innovation and success. 

Are you ready to embark on an exciting journey with Platinum Technology? Apply now and become a valued member of our dynamic team