AddressDesigner Networks is an established IT MSP in Australia, providing consulting, solutions and support for cloud and infrastructure services to our customers. We are currently looking for a Service Desk Operator to join our team.
We are a service-orientated organisation and cover a wide scope of technologies. The ideal candidate should have experience in most of the following:
- Operate the Service Desk system and provide first point of contact user support ensuring a high level of customer service and communication.
- Excellent desktop support and troubleshooting including software, hardware & peripherals
- In-depth knowledge, capabilities and troubleshooting in Microsoft environments (Windows 10/11, Server, Hyper-V), Microsoft 365 Administration (Exchange Online, Teams, One Drive, SharePoint, Intune, etc.) and licence management. (iOS/Mac experience also desirable)
- Understanding of Active Directory, Group Policy, Entra ID, and overall Identity and Access Management.
- Knowledge and experience with services such as endpoint protection, firewalls, MDM/MAM, BYOD, and DLP.
- Server/workstation Backup & Disaster Recovery
- Wi-Fi concepts and troubleshooting
- CLI such as DOS, PowerShell, or scripting
- Ability to convey technical concepts in a simplified manner
- Ability to work autonomously
- Willingness to learn new technologies
- Good communication and documentation skills
- Concise note taking pertaining to troubleshooting and root cause analysis
- Previous MSP experience a bonus
Key Responsibilities:
- Troubleshoot incidents efficiently using on-site skills and remote support tools
- Create and maintain documentation including ticket notes, KB articles, customer-related information, etc.
- Assist with project-related tasks
- Escalate incidents as required
- Adherence to SLAs and prioritisation of incidents
- Assist in identifying areas of improvement in customer environments and/or processes
- Research and training to stay up to date with new technologies and services
Qualifications & Experience:
- Diploma of IT
- At least two years of experience in this position
The successful candidate will be based primarily on site in Brisbane with some flexibility to work from home as required. Travel in and around Brisbane is also expected.
This is a full-time permanent position.
