Service Desk Engineer

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.You will be responsible for:Be the first line of support, responding to inbound calls, emails, and online chats professionally and efficientlyEngage in respectful interactions with clients, attending to their technology requirements and resolving requests and incidents to their satisfactionOwn all tickets through to resolution, ensuring accurate logging and constant tracking within our ticketing system, keeping clients updated on enquiries they have submittedCollaborate with the Service Desk – Level 2 team, Senior Technical Engineers and External Vendors to resolve incidents and service requests independentlyMonitor client backups, hardware failures, and business-critical applications to address issues proactivelyCreate, maintain, and update internal documentation, providing feedback for ongoing improvementProactively identify areas for improvement and make recommendations to enhance our servicesSupport cloud solutions, including Microsoft 365, Azure AD, and AWS servicesSupport on-premises infrastructure, including servers, end-user devices, network products, 3rd party applications, and hardware, among other responsibilitiesStay up to date with technology, industry trends, and developmentsCollaborate closely with our Onsite Services Engineers, Senior Technical Engineers, and Management teamCollaborate closely with our Lead Service Desk Engineers, Service Desk Engineers – Level 2 and Service Desk ManagerTo be successful in this role, you will have:Strong work ethic and honestyExcellent verbal, written, and oral communication skillsGood time management and organisational skillsPunctuality and reliabilityCustomer Service ExperienceIT Technical Support experience or a similar roleHigh level of customer service skills, able to relate to stakeholders at all levelsPractical communication skills with clients of diverse backgrounds and technical knowledgeTechnical knowledge in Desktop Support and Microsoft 365Strong problem-solving skills to efficiently address complex technical issuesAbility to work independently and as part of a team, with a proactive and solutions-oriented mindsetHigh self-motivation, adaptability, and willingness to take on new responsibilitiesPreferred requirements:IT Service Desk ExperienceAttention to detail and accuracy in documentationDemonstrated experience analysing and improving business processesKnowledge of working with IT Ticketing SystemsTechnical knowledge in Azure AD, Network Administration and Security PrincipalsFundamental Microsoft certifications including Modern Workplace (MS900) and Azure (AZ900)Administration-level Microsoft certifications including Modern Workplace (MS100) and Azure (AZ104)ITIL / ITSM certificationsTertiary 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 TechnologyPlatinum 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
Seniority levelSeniority levelEntry levelEmployment typeEmployment typeFull-timeJob functionJob functionCustomer Service, Information Technology, and ConsultingIndustriesIT Services and IT ConsultingReferrals increase your chances of interviewing at Platinum Technology by 2xSign in to set job alerts for "Service Desk Engineer" roles.Millers Point, New South Wales, Australia 5 days agoKemps Creek, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 2 months agoSydney, New South Wales, Australia 3 weeks agoSydney, New South Wales, Australia 4 days agoHomebush, New South Wales, Australia A$27.00-A$30.00 4 weeks agoSydney, New South Wales, Australia 5 days agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 2 weeks agoParramatta, New South Wales, Australia A$70,000.00-A$80,000.00 3 weeks agoSydney, New South Wales, Australia A$20.00-A$35.00 5 days agoIT Service Desk and Desktop Support Analyst FieldSydney, New South Wales, Australia 6 days agoHomebush, New South Wales, Australia A$20.00-A$35.00 5 days agoAd Hoc Service Desk Analyst - Desktop, Networking, projectSydney, New South Wales, Australia 1 month agoIT Support Engineer I, Operations Technology Solutions (OTS)APS 5/6 Service Desk Analyst – IT OperationsDedicated Linux Desktop & Devices Support Engineer - SingaporeMascot, New South Wales, Australia 2 weeks agoWe're unlocking community knowledge in a new way.
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