It Technical Strategist

2 weeks ago

Sydney, New South Wales, Australia Bebeetechnical Full time

Senior IT Solution Engineer - EUC Escalation
In this pivotal role, you will oversee the delivery of End User Computing (EUC) technical strategies and drive the development of innovative solutions to enhance the user experience across our organization. You will be responsible for designing, implementing, and managing cutting-edge EUC solutions that ensure adherence to company policies and security standards.
Key Responsibilities:
Act as a primary technical escalation point for complex BAU EUC tickets requiring expert-level diagnostic and troubleshooting capabilities
Apply advanced diagnostic skills to resolve the most challenging EUC issues escalated from Level 1 and Level 2 support teams
Manage and drive EUC projects to successful completion efficiently
Handle escalation from the team for complex technical issues
Continuously review and seek improvement on existing processes to support users using technology
Contribute to the development and delivery of our EUC environment improvements through the implementation of innovative technologies
Manage EUC vulnerability and ensure adherence to company policy
Provide physical and remote IT Support for complex user requirements
Successfully deliver IT services and projects adhering to defined SLAs and timelines
Provide effective governance of EUC delivery ensuring compliance procedures remain fit for purpose with effective risk and issue management
The Skills You Will Bring To The Table:
3+ years of IT Operations experience with focus on EUC technical troubleshooting
Strong experience with ITIL processes and service management principles
Proficient in the use of IT ticketing systems (JIRA, ServiceNow, etc.)
Demonstrated ability to identify patterns in support tickets and implement effective solutions for recurring issues
Experience in process analysis and workflow optimisation within service desk environments
Strong knowledge of Windows 10/11 and Apple Mac OS troubleshooting Active Directory administration knowledge
Intune and Jamf administration experience
Experience with Office 365 administration and troubleshooting
Basic PowerShell/scripting
Ability of deploying/installing and/or troubleshooting Hardware/Software issues
Demonstrated ability to prioritise workload in high-pressure environments
Experience in incident management and escalation procedures
Excellent communication skills with ability to explain technical concepts to non-technical users
By working with us, you will have the opportunity to work with cutting-edge technology and collaborate with experts in the field. We are looking for talented individuals who share our passion for innovation and customer satisfaction.

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