Service Desk Engineer

Are you an experienced Service Desk Engineer with a passion for delivering top-notch IT support? Grays is seeking a motivated team player to provide first and second level support to users nationally, whether that be over the phone, remotely or at our Pinkenba site. Reporting to the Infrastructure Manager and working in a close-knit and highly dedicated team, you’ll be one of our “go-to” experts assisting users with our IT systems and resolving issues. This is an excellent “hands-on” opportunity to be involved in both day-to-day operational tasks as well as the occasional project. 

In this role you will be:

• Providing first level support to users and logging support requests (using JIRA).
• Performing proactive and reactive troubleshooting to identify potential problems.
• Handling phone support and hands-on hardware/software support.
• Coordinating, collaborating on and escalating incidents within established timeframes.
• Rolling out hardware provisioning using imaging tools and software deployment.
• Managing the windows patching process including maintenance checks.
• Maintaining, monitoring, improving and supporting networks (LAN/WAN), hardware (laptop, mobile devices), software, phone systems, backups, and storage.
• Ensuring all assets are tested, stored, and updated in the assets database, and following all procedures relating to procurement, change and disposal of assets.
• Ensuring suitable antivirus and respective controls are in place.
• Managing onboarding (induction) and off boarding user processes.
• Collaborating with Level 1 and Level 2 engineers to resolve escalated tickets, ensuring efficient and timely resolution.
• Developing and maintaining technical documentation, knowledge base articles, and standard operating procedures.
• Contributing to a positive and collaborative team culture at Grays.

We’re looking for:

• Working knowledge of Active Directory/ Azure AD and AWS.
• Proven experience in an IT infrastructure environment or another equivalent support role.
• Detailed knowledge of Windows 10/11, Windows server 2016/2019/2022.
• Experience supporting various cloud/mobility business applications (M365 - MS Teams, MS SharePoint, OneDrive).
• Proficiency in supporting mobile devices  – Smart phone and tablets (Android and iOS).
• Experience managing VOIP solution.
• SCCM and Microsoft Intune deployment and management.
• Knowledge of monitoring tools, databases, and networking services.
• Experience with Endpoint protection modules.
• Ability to diagnose and resolve technical issues.
• Excellent communication skills and attention to detail.
• Prioritisation, organisation and time management skills.
• Customer orientation and a team focus.
• Previous IT Infrastructure related project work will be highly regarded.
• Experience managing network and troubleshooting network issues.

What’s in it for you?

• A positive, friendly team environment.
• An opportunity to use and grow your skills within a dynamic and growing Australian business.
• Employee discounts and perks, such as monthly vouchers to spend at Grays and regular BBQ breakfasts.
• Generous paid parental leave for both primary and secondary carers.
• Hybrid and flexible work arrangements available. Grays is committed to supporting flexibility for all employees, whether they work behind a desk or in our warehouses and yards. Our Flex at Grays flexibility guidelines help our people to get the balance right for your individual circumstances in the context of your role and team. At Grays, our starting position with flexible work requests is “how can we”. Ask us about flexibility at Grays in your interview. Please note that this role is a combination of work from home and in the office.

About Grays

Grays is an Australian online retail and auction company, offering a huge range of consumer, industrial and commercial goods, direct from manufacturers and distributors. We offer our customers great value and convenience and our vendors an efficient alternative sales channel.

We employ team members throughout Australia in our network of warehouses, distribution centres and offices.

If you’re looking to join a growing, dynamic and ambitious organisation – don’t delay! Submit your application today and come along the journey with the team at Grays.

Please note, all successful applicants will undergo background checks including an Australian Criminal History Check , bankruptcy and right to work checks. Only short-listed applicants for this role will be contacted.