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Desktop Support Engineer

Location: Brisbane , Sydney, Boronia, Ermington

Roles & responsibilities:

Desktop Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite.

Required Technical Skills

  • Ticketing Systems – ServiceNow / ITSM/ CA.
  • PC Building using SCCM, Active Directory.
  • GP Update.
  • Re-imaging of Laptops.
  • Bitlocker.
  • Network Printers.
  • Networking.
  • Installations & Troubleshooting.

Resource Management

  • Hiring and retain the best talent via performance management
  • Training and development of resources to meet the continuous demand
  • Managing the team and drive the achievement of their agreed goals and KPI.
  • To ensure the continuous growth of team members in-order to achieve employee satisfaction.
  • Key experiences required would be,
  • Resource Management.
  • Field engineer Management Scheduling.
  • SDM of multiple accounts Globally.
  • Good Management and understanding of P&L.
  • Strong Understanding of SLA’s.
  • Ownership, Accountability & Proactiveness.

Qualification & Skills required

  • Bachelor’s degree or equivalent in Computer Science or related field.
  • CompTIA A+, Microsoft Certified Professional (MCP), CCNA or any other advanced certification.
  • Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
  • Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
  • Proven analytical, troubleshooting and problem-solving skills and ability to multi-task, effectively determine priorities and meet SLA’s.
  • Excellent communication relationship-building and internal customer service skills.
  • Adaptable and flexible in a fast-changing industry and work environment.
  • Willing to work off-hours and weekends when required for projects or emergency support.