Level 1 Support Engineer

About the Role

Blue Connections is a provider of best-in-class IT solutions to Australian Enterprises, local and state government departments. We are proud to serve some of Australia's best known and established organisations navigating the challenges of business growth for the past 25 years.

We have many Tier 1 industry partnerships, accreditations and certifications which include Lenovo, HP, HPE Cisco, Microsoft, Palo Alto Networks and Fortinet.

About You

You will be at the top of your game as a Level 1-2 Desktop Support Engineer and you know how to give a customer a fabulous experience!

You will have excellent technical and interpersonal skills and have attention to detail that is second to none.

About us

Blue Connections has been recognised as a finalist at the 2022 ARN innovation Awards, 2022 AFR Most Innovative Companies and most recently our Enterprise Service Desk has been awarded the 2022 Service Champion for the Customer Service Team of the Year – medium – from the CSIA Customer Service Institute of Australia.

Blue Connections is an inclusive employer offering great career opportunities, work-life balance and an active and vibrant work culture. This opportunity represents the chance to impress us with your potential.

We are seeking a highly motivated and detail-oriented Desktop Support Engineer to join our team. The ideal candidate will have experience working in a Windows environment and possess excellent problem-solving skills. This position involves providing technical support to end-users and ensuring that all IT systems are functioning efficiently.

This role specifically will be full-time onsite at a client site in Melbourne CBD, with easy public transport access.

Role Responsibilities & Requirements:

• Install and support global business applications used by the organisation for practices that involve research & development & configuration of research based applications
• Act as a customer advocate. Respond timeously to requests for technical assistance in person, via phone, or electronically.
• Diagnose and resolve technical hardware and software issues assigned to them – onsite and remote support
• Research solutions using available intranet and knowledge database
• Advise user on appropriate action, sometimes education of user is required.
• Follow standard Level 1 & Level 2 application support procedures. Escalate to Level 3 when needed
• Log all support desk interactions and document issue resolution using the ITSM system.
• Maintain accurate inventory of all hardware and software resources and parts.
• Administer ITSM software.
• Identify and effectively prioritise situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Stay current with system information, changes, and updates.
• Maintain excellent communication with all end users and other members of the technology department.
• Be available from time to time when required for meetings across various time zones globally

Skills & Abilities:

• Knowledge and experience of IT desktop services & application support practices.
• Related experience and training.
• 2-3+ years setup, configuration, troubleshooting of desktop/notebook hardware and software.
• Windows desktops and notebooks, as well as iOS devices, in a networked environment.
• Knowledge & understanding of Windows OS, Microsoft O365 suite, Teams, SharePoint, OneDrive, Exchange, AD & Outlook.
• Autopilot – Intune
• Imaging & software deploying using SCCM/SOE/SOP
• Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc).
• Knowledge of Active Directory concepts and administration.
• Experience providing onsite support & remote
• Experience in managing an allocated ‘small project’ end to end, to integrate, implement, through to successful delivery in coordination with other team members & departments
• Experience in supporting, configuring, commissioning label printers
• Basic server exposure (Windows, Linux and Hyper V)
• Experience supporting a variety of Wi-Fi-enabled devices.
• Experience with Service Now IT Service Management tool
• Document and testing, according to cQMS, APM & SDLC
• Familiarity with GMP practices
• Specify the build of required servers and databases, according to L3 templates
• Coordination with the firewall and network teams to ensure required authentication and data flows are functional
• Experience in Backups, Anti-virus etc are functional and maintained. Liaise with other teams as required.
• Experience in understanding CMDB linkages in ServiceNow

Requirements:

• Associate's or Bachelor's degree in Computer Science or related field
• 1-3 years of experience in desktop support
• Excellent customer service and communication skills
• Strong attention to detail and process-oriented mindset
• Ability to prioritize and manage multiple tasks simultaneously
• Ability to work independently and in a team environment