Senior Service Desk Guru

We believe in fostering a positive and fun work environment where our employees can thrive both personally and professionally. You'll find a dynamic team of professionals who are passionate about technology and dedicated to providing outstanding service to our clients. We value collaboration, creativity, and continuous learning, making Ace InfoTech an exciting place to build your career.

This is why we are on the lookout for the next rising star IT technician who is passionate, energetic and ready to take on the world with us from our Notting Hill HQ.

Could this be you?

We are looking for another geek in disguise who has a burning passion for technology and is eager to work with like-minded folks.

As a Senior Service Desk Engineer, you will play a crucial role in providing technical support and assistance to our clients. You will be responsible for diagnosing and resolving complex IT issues, managing escalated incidents, and ensuring prompt resolution to minimise downtime. Additionally, you will contribute to the improvement of our Service Desk processes and provide mentorship to junior team members.

Primary responsibilities:

• Provide advanced technical support to clients via phone, email, or remote assistance
• Diagnose and resolve complex IT issues related to hardware, software, and network infrastructure
• Manage escalated incidents and prioritise tasks to ensure timely resolution
• Collaborate with other teams to escalate and resolve issues effectively
• Document and maintain accurate records of incidents, solutions, and procedures
• Liaise with third party service providers for problem diagnosis and rectification

You will work on interesting projects, learn new cloud technologies and be provided with on-going training from the best in the trade.

Experience and skills required include:

• Strong communication and customer service skills
• Excellent time management skills
• Windows OS support and troubleshooting experience
• Microsoft Entra ID, MS Azure and MS 365 administration
• Endpoint Management (Intune/SCCM)
• Microsoft 365 Security Tools
• Networking skills including firewalls, VPN, switches, DNS, DHCP, TCP/IP
• Experience with common backup technologies
• Experience and understanding of VOIP
• Minimum 3-5 years’ experience in a similar role

Selection Criteria:

• It is absolutely crucial that you are ambitious, confident and have a passion for achievement.
• Must hold a valid Victorian Driver's license and own a car
• Must have full, unrestricted working rights
• Applicants without at least 3-5 years of experience in a similar role will not be considered.
• Knowledge of and experience with ConnectWise and N-able will be highly regarded

We are looking for someone who will be a perfect fit for our team, someone who is hungry to learn and excel in this awesome and fast evolving industry. So, if you are ready to hyper-drive your career and get the best industry experience that money cannot buy, then you have to join our team.

This opportunity is available on a full-time basis and the salary is commensurate with the role.

No agencies please - we got this!