Service Desk Engineer

Position Title: Service Desk Technician

Location: Perth

Industry: Managed and Professional Services in the Information Technology Industry

Reporting to: Team Lead

Employment type: Permanent, Full Time

Primary Objective:

Providing IT support consultancy to our clients

About the role:

Highly capable Service Desk Engineer to provide exceptional IT support to our managed services customers. The primary objective of this role is to provide a fantastic end-user support experience, and ensure that our customers’ IT systems remain operational, allowing them to focus on their core business.

Our Senior Service Desk Engineer will provide L1-L2 IT support as part of the Service Desk team.

Key Role Responsibilities and Duties

• Responding to and resolving incoming IT queries remotely via email and phone, or onsite (as required), both for customers and internal staff

• Monitor and escalate customer incidents and requests to ensure they are resolved within SLA

• Lead improvement activities for the Service Desk team and be an escalation point for more complex issues

• Participating in a rotating on-call roster to provide 24x7 coverage of critical incidents for our customers

• Documenting processes and maintaining Service Desk records including IT documentation of infrastructure and user details

• Analysing problems and determining best practice solutions

• Making recommendations to optimize IT performance and to prevent future problems.

• Ensuring changes are documented, reviewed, and implemented in such a way as to minimise risk to our clients’ business operations.

What you will be doing:

• Successful closure and resolution of Service Desk tickets, including complex tickets and L3 tickets/escalations

• Responding in a timely manner to MS issues and requests

• Providing technical support across the company (in person or remotely)

• Testing new technology or systems

• Providing ongoing technical support, maintenance and troubleshooting to users and infrastructure

• Review, propose and implement solutions to remediate the root cause of major issues

• Managing other resources if they are not capable of solving the issues, provide technical direction to IT support staff

• Direct Service Desk team members through steps to help them resolve technical problems

• Analysing, monitor and optimising current system performance

• Account management of key MS clients/stakeholders, including providing regular reporting to clients

• Document new environments and update existing clients environments

• Maintain procedures and reports that provide technical support to the entire organization

• Manage customer expectations by providing clear communication to clients, team members and other stakeholders on the progress and resolution of work

• Evaluating and updating documentation, including user guides and internal knowledge base, with an aim to reduce the time to resolution for incidents, requests and problems

• Comply with Vizstone’s Information Security policies & procedures, including but not limited to; passwords, personal, company & client information and reporting security incidents or concerns

Your Technical Experience and Requirements:

Essential

• Prior Level 1 to Level 2 IT support experience (preferably in a managed services environment)

• Minimum of 5 years' experience in the IT industry

• Experience with Active Directory

• Experience with Office 365 technologies – including but not limited to Exchange, SharePoint, and Teams

• Experience with core networking principles and technologies

• Familiarity and experience working with on-premises, cloud and hybrid server environments

• Understanding of ITIL principles and good documentation skills

• A high skill level of Windows and Mac desktop support

Highly Desirable

• Demonstrated experience utilising ITIL processes

• Familiarity with Azure and AWS IaaS and PaaS technologies

• Experience with Azure security products

Qualifications:

Essential

• Located in Perth

• Relevant Tertiary qualifications

• Australian residency, citizenship or a valid working visa

• AFP Police clearance check required

Highly Desirable:

• ITIL v4 certification

• Technical certifications e.g. Office 365, Azure, AWS, VMware

General Compliance:

• Ensure a safe working environment in accordance with the relevant Work Health and Safety (WHS) legislation.

• Work within and actively promote the core vision, corporate strategies, values, policies, procedures and Code of Conduct.

• Ensure adherence to Vizstone Information Security policies, procedures, standards and proactively report.

• Continued employment is subject to the successful completion of AFP Police clearance check.

Perk & Benefits:

• Welcoming, supportive and growing team

• Work with open minded and forward-thinking management. Bring your ideas!

• Work life balance (because we understand people have lives outside of work)